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.
Subjects
Total number of units = 13
3 core units plus
10 elective units of which:
4 units must be from Group A elective units below
the remaining 6 units may be from Group A or Group B elective units, or from qualifications at the same level or one higher in any endorsed Training Package or accredited course
up to 2 units may be from a Certificate III level qualification.
Elective units must be relevant to the work environment and the qualification, maintain the integrity of the AQF alignment and contribute to a valid, industry-supported vocational outcome.
Core units
BSBCUS401B Coordinate implementation of customer service strategies
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.
Entry Requirements
There are no entry requirements for this qualification.
Licensing Information
There is no direct link between this qualification and licensing, legislative and/or regulatory requirements.
Employability Skills
The following table contains a summary of the employability skills required by industry for this qualification. The employability skills facets described here are broad industry requirements that may vary depending on qualification packaging options.
Employability Skill
Industry/enterprise requirements for this qualification include:
Communication
communicating with team members and management to ensure open communication channels and to clarify issues
resolving conflict and disputes in the work team
Teamwork
being a role model for other team members
consulting and developing objectives with the work team
Problem-solving
developing risk management approaches
developing techniques to address faults and inefficiencies
Initiative and enterprise
identifying and developing opportunities for improved work practices
Planning and organising
monitoring and adjusting operational performance by producing shortterm plans, planning and acquiring resources and reporting on performance
preparing work plans and budgets
Self-management
actively seeking feedback on own performance from clients and colleagues
prioritising tasks
Learning
coaching and mentoring colleagues and team members to support the introduction of change
Technology
using business technology such as computer programs and telecommunications to collect and manage information
