This qualification reflects the role of individuals who typically undertake complex customer interaction under supervision and with some authority to delegate.

 

Duties at this level would include working with multiple communication channels, receiving and responding to customer requests, handling customer complaints, adhering to key performance indicators, working in a team environment, providing support to a team, providing technical advice and capturing data.

 

 

 

Possible job roles relevant to this qualification include:

• Customer contact agents or operators
• Customer services representatives
• Telesales representatives.

 

Pathways Information

 

Pathways into the qualification 

Preferred pathway for candidates considering this qualification include:

BSB20215 Certificate II in Customer Engagement or other relevant qualifications

OR

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

 

Pathways from the qualification

BSB40315 Certificate IV in Customer Engagement or a range of other Certificate IV qualifications.