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.
Possible job roles relevant to this qualification include:
Pathways into the qualification
Preferred pathway for candidates considering this qualification include:
BSB30211 - Certificate III in Customer Contact or other relevant qualifications
vocational experience assisting in a range of support roles without a formal business qualification.
Pathways from the qualification
BSB50311 - Diploma of Customer Contact or a range of other Diploma qualifications.