This qualification reflects the role of individuals who typically undertake complex customer interactions, often as a team leader and with significant authority to delegate.
Duties at this level may include using multi-channel communications; receiving and responding to complex customer requests or enquiries; handling customer complaints; applying key performance indicators; leading a team; coaching staff; scheduling and organising; and gathering, interpreting and organising data capture.
Candidates undertaking this qualification require sound communication and interpersonal skills.
They may provide technical advice and support to a team.
Job roles
Possible job roles relevant to this qualification include:
contact centre team leader
quality assurance coordinator
customer contact coach
analyst
scheduler
complex enquiry customer contact operator.
Subjects
Total number of units = 13
3 core units plus
10 elective units of which:
4 units must be from Group A elective units below
the remaining 6 units may be from Group A or Group B elective units, or from qualifications at the same level or one higher in any endorsed Training Package or accredited course
up to 2 units may be from a Certificate III level qualification.
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
BSBCUS401B Coordinate implementation of customer service strategies
Preferred pathway for candidates considering this qualification include:
BSB30211 Certificate III in Customer Contact or other relevant qualifications
vocational experience assisting in a range of support roles without a formal business qualification.
Pathways from the qualification
BSB50311 Diploma of Customer Contact or a range of other Diploma 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
transferring information centre's operational plans, goals, new products and services to team and project members
reading and interpreting a range of reports and information
writing team and project plans, documents and reports
Teamwork
developing a team culture and identity
managing a team and applying knowledge of one’s own role to achieve team goals
working with diverse persons and groups
Problem-solving
analysing information and reports
dealing with complex customer complaints and escalations
working through alternatives and improvements
Initiative and enterprise
contributing to suggestions for improvements to products, services and processes
supporting operational plans and organisational goals
Planning and organising
developing team plans
managing learning and development plans for team members
planning team resources, targets and performance levels
Self-management
managing own performance and motivating others
managing own time and work priorities
managing stress in the workplace
Learning
learning new ideas, skills and techniques
providing appropriate information on systems, products and services to team members
Technology
using electronic communication devices and processes to support team management, i.e. internet, intranet, telephony equipment, software packages, enterprise systems and email
using technology to assist the manipulation of information and to maximise performance
