Description:
RPL for a Certificate II in Customer Contact (BSB20211) can be achieved by those who create and maintain communication with customers under direct supervision. In working with Get Qualified Australia, our RTO partners can help you to achieve this Certificate via Skills Recognition. Continue reading for more information on the Certificate II in Customer Contact and RPL.
DETAILS:
RPL Price: $800
Course Usage Recommendation: current
Training Package: business services training package
How To Achieve
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Total number of units = 9
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3 core units plus
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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
Awarded By
NameProvider Code
Asset Training Australia31718
Additional information
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.
There are no entry requirements for this qualification.
There is no direct link between this qualification and licensing, legislative and/or regulatory requirements.
Visit Get Qualified Australia’s Trade Licensing page for more information surrounding licensing
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
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.
