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Certificate II in Customer Contact - Other

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Comments about Certificate II in Customer Contact - Other - 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.
  • Academic Title
    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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