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Qualification details

BSB20215 - Certificate II in Customer Engagement (Release 2)

Summary

Usage recommendation:
Superseded
Mapping:
MappingNotesDate
Is superseded by BSB20120 - Certificate II in Workplace Skills 18/Oct/2020
Supersedes and is equivalent to BSB20211 - Certificate II in Customer ContactUpdated to meet Standards for Training Packages. 24/Mar/2015

Releases:
ReleaseRelease date
2 (this release) 27/Sep/2018
(View details for release 1) 25/Mar/2015


Units of competency

CodeSort Table listing Units of Competency by the Code columnTitleSort Table listing Units of Competency by the Title columnEssentialSort Table listing Units of Competency by the Essential column
ICTICT203 - Operate application software packagesOperate application software packagesElective
BSBCUE203 - Conduct customer engagementConduct customer engagementCore
BSBCUE305 - Process credit applicationsProcess credit applicationsElective
BSBCMM201 - Communicate in the workplaceCommunicate in the workplaceCore
BSBITU111 - Operate a personal digital deviceOperate a personal digital deviceElective
ICTICT103 - Use, communicate and search securely on the internetUse, communicate and search securely on the internetElective
BSBCUE301 - Use multiple information systemsUse multiple information systemsElective
BSBITU213 - Use digital technologies to communicate remotelyUse digital technologies to communicate remotelyElective
BSBWHS201 - Contribute to health and safety of self and othersContribute to health and safety of self and othersElective
BSBWOR203 - Work effectively with othersWork effectively with othersElective
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Classifications

SchemeCodeClassification value
ANZSCO Identifier 541112 Call Or Contact Centre Operator 
ASCED Qualification/Course Field of Education Identifier 0805 Sales And Marketing 
Qualification/Course Level of Education Identifier 521 Certificate II 
Taxonomy - Industry Sector N/A Retail Services,Education Administration,Community Services,Advertising and Marketing,Financial Services,Customer Service 
Taxonomy - Occupation N/A Customer Service Representative 

Classification history

SchemeCodeClassification valueStart dateEnd date
ANZSCO Identifier 541112 Call Or Contact Centre Operator 30/Jul/2015 
ASCED Qualification/Course Field of Education Identifier 0805 Sales And Marketing 30/Jul/2015 
Qualification/Course Level of Education Identifier 521 Certificate II 25/Mar/2015 
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Modification History

Release 

Comments 

Release 2

This qualification first released with BSB Business Services Training Package Version 3.0.

Version created to update codes and titles in unit list.

Release 1

This qualification first released with BSB Business Services Training Package Version 1.0.

Qualification Description

This qualification reflects the role of individuals who typically work with multiple communication channels, capture data and provide customer service. Typically, individuals in this role work under direct supervision, with limited authority to delegate.

Licensing/Regulatory Information 

No licensing, legislative or certification requirements apply to this qualification at the time of publication.

Entry Requirements

Nil

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 

BSBCUE203 Conduct customer engagement

BSBCUE205 Prepare for work in a customer engagement environment

BSBCMM201 Communicate in the workplace

Elective Units 

BSBCUE301 Use multiple information systems

BSBCUE305 Process credit applications

BSBCUE308 Conduct outbound customer engagement

BSBCUE309 Develop product and service knowledge for customer engagement operation

BSBCMM301 Process customer complaints

BSBCUS201 Deliver a service to customers

BSBITU111 Operate a personal digital device

BSBITU213 Use digital technologies to communicate remotely

BSBLED301 Undertake e-learning

BSBWHS201 Contribute to health and safety of self and others

BSBWOR201 Manage personal stress in the workplace

BSBWOR203 Work effectively with others

ICTICT103 Use, communicate and search securely on the internet

ICTICT203 Operate application software packages

Qualification Mapping Information

Code and title 

current version 

Code and title 

previous version 

Comments 

Equivalence status 

BSB20215 Certificate II in Customer Engagement

Release 2

BSB20215 Certificate II in Customer Engagement

Release 1

Updates to codes and titles in the unit list

Equivalent qualification

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.gov.au/Pages/TrainingDocs.aspx?q=11ef6853-ceed-4ba7-9d87-4da407e23c10