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
