Modification History
Not applicable.
Description
Descriptor
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.
Pathways Information
Qualification pathways
Entry requirements
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
Licensing/Regulatory 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.
Entry Requirements
Not applicable.
Employability Skills Summary
|
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 |
|
|
Teamwork |
|
|
Problem-solving |
|
|
Initiative and enterprise |
|
|
Planning and organising |
|
|
Self-management |
|
|
Learning |
|
|
Technology |
|
Packaging Rules
|
Packaging Rules Total number of units = 10 7 core units plus 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. Core units BSBCCO201A Action customer contact BSBCCO301A Use multiple information systems BSBCMM201A Communicate in the workplace BSBCUS301A Deliver and monitor a service to customers BSBIND101A Work effectively in a contact centre environment BSBITU101A Operate a personal computer BSBOHS201A Participate in OHS processes Elective units Contact centre operations BSBCCO202A Conduct data collection BSBCCO302A Deploy customer service field staff BSBCCO303A Conduct a telemarketing campaign BSBCCO304A Provide sales solutions to customers BSBCCO305A Process credit applications BSBCCO306A Process complex accounts Interpersonal communication BSBCMM301A Process customer complaints Learning and development BSBLED301A Undertake e-learning Management BSBMGT402A Implement operational plan Product skills and advice BSBPRO301A Recommend products and services Sales BSBSLS407A Identify and plan sales prospects BSBSLS408A Present, secure and support sales solutions Sustainability BSBSUS201A Participate in environmentally sustainable work practices Workplace effectiveness BSBWOR201A Manage personal stress in the workplace BSBWOR203A Work effectively with others BSBWOR301A Organise personal work priorities and development Imported units FNSICSAM301B Identify opportunities for cross selling products and services ICAU1133B Send and retrieve information over the Internet using browsers and email ICAU2006B Operate computing packages |
