This qualification reflects the role of individuals who typically undertake complex customer interactions, often as a team leader and with significant authority to delegate.

 

Duties at this level may include using multi-channel communications; receiving and responding to complex customer requests or enquiries; handling customer complaints; applying key performance indicators; leading a team; coaching staff; scheduling and organising; and gathering, interpreting and organising data capture.

 

Candidates undertaking this qualification require sound communication and interpersonal skills.

They may provide technical advice and support to a team.

 

Job roles

Possible job roles relevant to this qualification include: 

• Contact centre team leader
• Quality assurance coordinator
• Customer contact coach
• Analyst
• Scheduler
• Complex enquiry customer contact operator.

 

Pathways Information

 

Pathways into the qualification

Preferred pathway for candidates considering this qualification include:

BSB30215 Certificate III in Customer Engagement or other relevant qualifications

vocational experience assisting in a range of support roles without a formal business qualification.

 

Pathways from the qualification

BSB50315 Diploma of Customer Engagement or a range of other Diploma qualifications.

 

 

Course fee

eLearning $1,950.00

Correspondence $1,950.00