This qualification reflects the role of individuals who typically undertake complex customer interaction under supervision and with some authority to delegate.
Duties at this level would include working with multiple communication channels, receiving and responding to customer requests, handling customer complaints, adhering to key performance indicators, working in a team environment, providing support to a team, providing technical advice and capturing data.
Possible job roles relevant to this qualification include:
customer contact agents or operators
customer services representatives
Total number of units = 12
4 core units plus
8 elective units of which:
2 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.
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.
Preferred pathway for candidates considering this qualification include:
BSB20211 Certificate II 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
BSB40311 Certificate IV in Customer Contact or a range of other Certificate IV qualifications.
There are no entry requirements for this qualification.
There is no direct link between this qualification and licensing, legislative and/or regulatory requirements.
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.
Industry/enterprise requirements for this qualification include:
listening and questioning to identify customer needs
using appropriate tone and language
writing customer notes, emails and faxes
referring matters to nominated personnel as required
working as a member of a team and applying knowledge of oneâ€™s own role to achieve team goals
working with diverse persons and groups
processing complex enquiries
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
supporting operational plans and organisational goals
Planning and organising
maintaining customer records
managing and updating multiple information sources
operating multiple enterprise systems
managing own performance
managing own time and work priorities
managing personal stress
learning new ideas, skills and techniques
seeking appropriate technical help with new computerised systems, products and services
using electronic communication devices and processes to action customer contact, i.e. internet, intranet, telephony equipment, software packages, enterprise systems and email
using technology to assist the manipulation of information