Certificate II in Customer Contact
BSB20207

Certificate II in Customer Contact

The Certificate II in Customer Contact is for individuals who want to start in a career in the customer contact centre industry or in a reception role. You will learn about communicating effectively and providing customer service, the most effective methods of responding to inbound and outbound customers.

As a foundational course in customer contact, you will gain a strong understanding of the business environment, focus on building customer service skills, learn essential team dynamics, plus discover effective communication skills and techniques - essential to any business setting.

Using contemporary computing packages, you will also develop crucial computer skills including Internet, MYOB and Microsoft Office, plus assist you to build customer relationships and sales techniques. You will also become familiar with time management and simple project management techniques that are vital to today's competitive business environment.

How Will You Benefit

The Certificate II in Customer Contact will focus upon:

  • Customer Service
  • Learning to Work in an Office Environment
  • Computer Skills and Techniques in Internet, Word, Excel and Powerpoint
  • Occupational Health and Safety Awareness
  • Communications in the Workplace
  • Managing Stress

Click here for a full course summary or contact one of our course advisors on 1800 22 99 33

Career Prospects

Careers may vary across different industry sectors, however possible job roles on completion of the Certificate II in Customer Contact include Call/Contact Centre Agent, Customer Service Representative, Telesales Representative.

Course Materials Included

No Pre-requisites

Course Units to Complete

10 units - 7 core unit plus 3 elective units
Click here to download full course outline

CORE UNITS - compulsory

Code

Description

BSBCCO201A

Action customer contact

BSBCCO301A

Use multiple information systems

BSBCUS301A

Deliver and monitor a service to customers

BSBIND101A

Work effectively in a Contact Centre environment

BSBCMM201A

Communicate in the workplace

BSBITU101A

Operate a personal computer

BSBOHS201A

Participate in OHS processes
   

ELECTIVE UNITS

Code

Description

ICAU1133A

Send and retrieve information over the
Internet using browsers and email

ICAU2006A

Operate computing packages

BSBWOR201A

Manage personal stress in the workplace

Delivery Methods

  • Classroom - Classes are set with calendar and also rolling intake
  • Workplace or School - Trainer delivers on site with client
  • Distance Learning - All workbooks sent to client
  • Blended Learning - Periodic Workshops and Distance Learning
  • RPL - Recognised Prior Learning click here for more information

For further customisation, or more information, please contact one of our course advisors on 1800 22 99 33.

Enrolment Form

Fill out your enrolment form Online or Download an Enrolment Pack.

Contact Information

For further information contact one of our course advisors on 1800 22 99 33, or click here.