Certificate II in Customer Contact

The objective of this course is to develop highly skilled call centre customer service representives ("CSR's") who become the frontline staff for business.

Duration:
Twelve months.

Course Structure:
Nine units of competency are required to attain the Certificate II. After successful completion, students may progress to the Certificate III and IV in Customer Contact.

Units of Study:
Seven core units must be selected from:
ICTCC100A Follow Occupational health & safety policy and procedures
ICTCC101A Communicate effectively in a customer contact centre
ICTCC110A Work in a Customer Contact Centre Environment
ICTCC111A Respond to inbound customer contact
ICTCC112A Conduct outbound customer operations
ICTCC120A Use basic computer technology
ICTCC121A Use an enterprise information system
ICTCC130A Provide quality customer service

Two elective units must be selected from:
ICTCC231A Fulfil customer requests
ICTCC241A Process sales
ICTCC251A Receive and action customers fault reports
ICTCC252A Resolve customer complaints
ICTCC260A Process low risk credit applications
ICTCC261A Process basic customer account enquiries
ICTCC270A Conduct data collection

Career Opportunities:
Students that attain the Certificate have the potential to succeed in Senior CSR or Team Leader roles.

Progression:
Students may progress to the Certificate III and IV in Customer Contact upon successful completion of Certificate II.

More Information:
For more information, please contact us on (08)8400 6202, or email us.

 

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