Certificate II in Customer Contact

This qualification reflects the role of individuals who typically interact with customers under direct supervision and with limited authority to delegate.

Duties at this level would include working with multiple communication channels, receiving and responding to customer requests, and capturing data.

Job roles

Possible job roles relevant to this qualification include:

customer contact assistants or operators.


Subjects

Total number of units = 9

3 core units plus

6 elective units of which:

3 units must be from the elective units below

the remaining 3 units may be from the elective units below, or from qualifications at the same level or one higher in any endorsed Training Package or accredited course.

Elective units must be relevant to the work environment and the qualification, maintain the integrity of the AQF alignment and contribute to a valid, industry-supported vocational outcome.

Core units

add topic BSBCCO203A Conduct customer contact

add topic BSBCCO205A Prepare for work in a customer contact environment

add topic BSBCMM201A Communicate in the workplace

Elective units

add topic BSBCCO301B Use multiple information systems

add topic BSBCCO305B Process credit applications

add topic BSBCCO308A Conduct outbound customer contact

add topic BSBCCO309A Develop product and service knowledge for customer contact operation

add topic BSBCMM301B Process customer complaints

add topic BSBCUS201B Deliver a service to customers

add topic BSBITU101A Operate a personal computer

add topic BSBITU203A Communicate electronically

add topic BSBLED301A Undertake elearning

add topic BSBOHS201A Participate in OHS processes

add topic BSBWOR201A Manage personal stress in the workplace

add topic BSBWOR203B Work effectively with others

add topic ICAICT103A Use, communicate and search securely on the internet

add topic ICAICT203A Operate application software packages


Subject lists

ALSPEC - Certificate II in Customer Contact e6962
Units: BSBCCO308A, BSBCCO301B, BSBCMM301B, BSBCCO309A, BSBCUS201B, BSBWOR203B, BSBCCO203A, BSBCCO205A, BSBCMM201A
Certificate II in Customer Contact e6962
Units: BSBCCO308A
Certificate II in Customer Contact e6962
Units: BSBCCO308A, BSBCCO301B
Certificate II in Customer Contact e6962
Units: BSBCCO308A, BSBCCO301B, BSBCMM301B
Certificate II in Customer Contact e6962
Units: BSBCCO308A, BSBCCO301B, BSBCMM301B
Certificate II in Customer Contact e6962
Units: BSBCCO308A, BSBCCO301B, BSBCMM301B, BSBCCO309A
Certificate II in Customer Contact e6962
Units: BSBCCO308A, BSBCCO301B, BSBCMM301B, BSBCCO309A, BSBCUS201B

Pathways...

    Pathways into the qualification

    with vocational experience assisting in a range of work settings without a formal business qualification.

    Pathways from the qualification

    BSB30211 Certificate III in Customer Contact or a range of other Certificate III qualifications.


Entry Requirements

There are no entry requirements for this qualification.


Licensing Information

There is no direct link between this qualification and licensing, legislative and/or regulatory requirements.


Employability Skills

The following table contains a summary of the employability skills required by industry for this qualification. The employability skills facets described here are broad industry requirements that may vary depending on qualification packaging options.

Employability skill

Industry/enterprise requirements for this qualification include:

Communication

listening and questioning to identify customer needs

writing customer notes, emails and faxes

Teamwork

referring matters to nominated personnel as required

working as a member of a team and applying knowledge of one’s own role to achieve team goals

working with diverse persons and groups

Problem-solving

searching product and service information, using multiple sources of information to match customer requests

using problem-solving approaches to identify customer needs and expectations

Initiative and enterprise

contributing to suggestions for improvements to products, services and processes

Planning and organising

maintaining customer records

operating multiple enterprise systems

Self-management

managing own time and work priorities

managing personal stress

Learning

learning new ideas, skills and techniques

seeking appropriate technical help with new computerised systems, products and services

Technology

using electronic communication devices and processes, i.e. internet, intranet, telephony equipment, software packages, enterprise systems and email to action customer contact

using technology to assist the manipulation of information