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Certificate III in Customer Contact

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  • Objectives
    This course develops higher level skills to work in a call centre. Study areas include telephony, call centre computing, customer service, information systems and telemarketing. 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 III in Customer Contact
  • Course description
    Course Outline
    This course develops higher level skills to work in a call centre. Study areas include
    telephony, call centre computing, customer service, information systems and telemarketing.
    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.

    Campuses
    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
    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

    Apply knowledge of OHS legislation in the workplace
    This unit covers the skills and knowledge required to apply understanding of the occupational
    health and safety (OHS) legal framework in the workplace. It includes determining relevant
    legislation and contributing to any actions to ensure compliance with OHS legislation, codes
    and standards is achieved

    Develop product knowledge
    This unit cover the skills and knowledge required to develop product knowledge in
    preparation for the sales process

    Work effectively with others
    This unit covers the skills and knowledge required to work in a group environment promoting
    team commitment and cooperation, supporting team members and dealing effectively with
    issues, problems and conflict.

    Organise personal work priorities and development
    This unit covers the skills and knowledge required to organise own work schedules, to
    monitor and obtain feedback on work performance, and to maintain required levels of
    competence

    Specialty elective units also need to be completed

    Employment Opportunities
    Certificate III in Customer Contact is appropriate for a Customer Contact Operator working
    as a Telemarketing Representative.

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