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:
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.
Please click here to read the
