Certificate II in Customer Contact - Dandenong - Victoria - Chisholm Institute of TAFE Dandenong Campus - I1235

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2 Certificate Retail, Customer Service Industry Other Dandenong
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Certificate II in Customer Contact - Other
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Course Fee: By Request
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Certificate II in Customer Contact - Dandenong - Victoria

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Certificate II in Customer Contact - Dandenong - Victoria Certificate II in Customer Contact - Dandenong - Victoria
Objectives:
Participants will develop entry level skills in the areas of telephony, call centre computing and customer service. A Call or Contact Centre is an organisational unit that acts as a focal point for communication between organisations and customers using live voice telephony and/or information technology to meet service purposes.
Award:
Certificate II in Customer Contact
Course Description:
Course Outline
Participants will develop entry level skills in the areas of telephony, call centre computing and
customer service. A Call or Contact Centre is an organisational unit that acts as a focal point for communication between organisations and customers using live voice telephony and/or information
technology to meet service purposes.

Campus
Workplace

Duration

Part-time: 1.5 years

Entrance Requirements
No formal requirements. Must be working in a call centre. Basic English and numeracy skills
needed.

Study Areas
Action customer contact
This unit covers the skills and knowledge required to respond effectively to customer contact.

Use multiple information systems
This unit covers the skills and knowledge required to effectively use multiple information
systems to research information and records, and to maintain up to date customer
information

Deliver and monitor a service to customers
This unit covers the skills and knowledge required to identify customer needs and monitor
service provided to customers

Work effectively in a contact centre environment
This unit covers the skills and knowledge required to assimilate into the operations of a
customer contact centre.

Communicate in the workplace
This unit covers the skills and knowledge required to communicate in the workplace. It
includes gathering, conveying and receiving information together with completing routine
written correspondence


Operate a personal computer
This unit covers the skills and knowledge required to start up a personal computer or
business computer terminal; to correctly navigate the desktop environment; and to use a
range of basic functions

Participate in OHS processes
This unit covers the skills and knowledge required to participate in workplace occupational
health and safety (OHS) processes to protect workers own health and safety, and that of
others

Specialty elective units also need to be completed

Employment Opportunities
Certificate II in Customer Contact is appropriate for a Customer Contact Operator working as
a Customer Service Representative.

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