Modification History
Release |
Comments |
Release 2 |
New release of this Qualification with BSB07 Business Services Training Package version 7.0. BSBOHS elective unit updated with the BSBWHS unit and imported elective units updated with the most current equivalent. |
Release 1 |
This version first released with BSB07 Business Training Package version 6.0. Replaces BSB20207 Certificate II in Customer Contact |
Description
This qualification reflects the role of individuals who typically interact with customers under direct supervision and with limited authority to delegate.
Duties at this level would include working with multiple communication channels, receiving and responding to customer requests, and capturing data.
Job roles
Possible job roles relevant to this qualification include:
- customer contact assistants or operators.
Pathways Information
Pathways into the qualification
- with vocational experience assisting in a range of work settings without a formal business qualification.
Pathways from the qualification
- BSB30211 Certificate III in Customer Contact or a range of other Certificate III qualifications.
Licensing/Regulatory Information
There is no direct link between this qualification and licensing, legislative and/or regulatory requirements.
Entry Requirements
There are no entry requirements for this qualification.
Employability Skills Summary
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/enterprise requirements for this qualification include: |
Communication |
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Teamwork |
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Problem-solving |
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Initiative and enterprise |
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Planning and organising |
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Self-management |
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Learning |
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Technology |
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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