This qualification reflects the role of individuals who perform a range of mainly routine tasks, using limited practical skills and fundamental operational knowledge at an entry level role in a customer contact context. They work under direct supervision.
Job roles
Job roles and titles vary across different industry sectors. Possible job titles relevant to this qualification include:
call or contact centre agent
customer service representative
telesales representative.
Subjects
Packaging Rules
Total number of units = 10
7 core unitsplus
3 elective units
The 3 elective units may be selected from the elective units listed below, from this Training Package or from any current accredited course or endorsed Training Package at the same qualification level.
Elective units must be relevant to the work outcome, local industry requirements and the qualification level.
There are no entry requirements for this qualification.
Pathways into the qualification
Preferred pathways for candidates considering this qualification include:
BSB10107 Certificate I in Business or other relevant qualification
or
with vocational experience assisting in a range of work settings without a formal business qualification.
Pathways from the qualification
BSB30207 Certificate III in Customer Contact
Entry Requirements
Not applicable.
Licensing Information
Licensing, legislative, regulatory or certification considerations
There is no direct link between this qualification and licensing, legislative or regulatory requirements. However, where required, a unit of competency will specify relevant licensing, legislative or regulatory requirements that impact on the unit.
Employability Skills
QUALIFICATION SUMMARY
BSB20207 Certificate II in Customer Contact
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 or 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
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, such as internet, intranet, telephony equipment, software packages, enterprise systems and email to action customer contact
using technology to assist the manipulation of information