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Certificate IV in Customer Contact - Other

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Comments about Certificate IV in Customer Contact - Other - Dandenong - Victoria

  • Objectives
    Students will develop skills to work as a team leader in a call centre. Study areas include customer service, information systems, telemarketing and managing a call centre. 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.
  • Entry requirements
    English
  • Academic Title
    Certificate IV in Customer Contact
  • Course description
    Course Outline
    Students will develop skills to work as a team leader in a call centre. Study areas include
    customer service, information systems, telemarketing and managing a call centre. 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: 2 years

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

    Study Areas

    Gather, collate and record information
    This unit covers the skills and knowledge required to gather, collate and accurately record
    information from a variety of sources including interviews and database systems

    Coordinate implementation of customer service strategies
    This unit covers the skills and knowledge required to advise on, carry out and evaluate
    customer service strategies, including the design of improvement strategies based on feedback

    Develop teams and individuals
    This unit covers the skills and knowledge required to determine individual and team development needs and to facilitate the development of the workgroup

    Implement continuous improvement
    This unit covers the skills and knowledge required to implement the organisation's continuous improvement systems and processes. Particular emphasis is on using systems and strategies to actively encourage the team to participate in the process, monitoring and reviewing performance, and identifying opportunities for further improvements

    Provide personal leadership
    This unit covers the skills and knowledge required to display high levels of personal leadership and to be a role model within the work environment

    Monitor a safe workplace
    This unit covers the skills and knowledge required to implement and monitor the organisation's occupational health and safety (OHS) policies, procedures and programs in the relevant work area to meet legislative requirements

    Provide mentoring and coaching within the workplace
    This unit covers the provision of mentoring and coaching within the workplace by managers
    or supervisors to assist in maximising the opportunity for the individual to achieve individual
    and organisational goals and ensure career progression within the financial services industry.

    Specialty elective units also need to be completed

    Employment Opportunities
    Certificate IV in Customer Contact is appropriate for a Customer Contact Manager or Team
    Leader in a Customer Service Environment.

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