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.
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