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Qualification Details

BSB20211 - Certificate II in Customer Contact

Recognition of Prior Learning (RPL)

BSB20211 Certificate II in Customer Contact Qualification is offered by Get Qualified Australia via our RTO partners using a combination of Recognition of Prior Learning (RPL) and Skills Recognition.

Wherever possible, the qualification will be fully assessed using your career experience without the need for further study. If required, gap training is available from our RTO partners.

Description

This qualification reflects the skills and knowledge required of individuals who create and maintain communication with customers under direct supervision. At the same time there is a limited space to delegate work.

Your responsibilities involve working with multiple communication channels, processing customer requests and capturing data.

Job roles

This qualification can create employment possibilities as customer contact assistants or operators.

Entry Requirements

There are no entry requirements for this qualification.

Packaging Rules

• 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 

BSBCCO203A Conduct customer contact

BSBCCO205A Prepare for work in a customer contact environment

BSBCMM201A Communicate in the workplace

Elective units 

BSBCCO301B Use multiple information systems

BSBCCO305B Process credit applications

BSBCCO308A Conduct outbound customer contact

BSBCCO309A Develop product and service knowledge for customer contact operation

BSBCMM301B Process customer complaints

BSBCUS201B Deliver a service to customers

BSBITU101A Operate a personal computer

BSBITU203A Communicate electronically

BSBLED301A Undertake elearning

BSBWHS201A Contribute to health and safety of self and others

BSBWOR201A Manage personal stress in the workplace

BSBWOR203B Work effectively with others

ICAICT103A Use, communicate and search securely on the internet

ICAICT203A Operate application software packages

Licencing Information

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

Employability Skills

For this qualification each industry requires employability skills.
We outline the broad industry employability skillsrequirements. Please note that these may vary depending on qualifification packaging options.

Industry/enterprise requirements for this qualification include: 

Communication

• Customer needs: use of communication to identify the needs
• Written, paper and/or electronical customer documentations

Teamwork

• referring matters to nominated personnel as required
• working as a team member and applying knowledge of one's own role to achieve team goals
• working in a variety of settings: persons and groups

Problem-solving

• searching for 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

• be assertive in creating 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

Pathway Information

Pathways into the qualification 

Vocational experience assisting in a variety of work settings without a formal business qualification.

Pathways from the qualification 

BSB30211 Certificate III in Customer Contact or,

Certificate III qualifications, different requirements apply.