C
ERTIFICATE II IN CUSTOMER CONTACTBSB20207
This qualification is part of the Business Services Training Package. The BSB20207 Certificate II in Customer Contact course will give you the qualifications to work perform a range of mainly routine tasks, using limited practical skills and fundamental operational knowledge at an entry level role in a customer contact context. You work under direct supervision.
Course Content/Structure
There are 10 units of competency which make up a Certificate II in Customer Contact. There are 7 compulsory units and 3 electives. Competency is required in all 10 units to achieve this qualification.
Compulsory Units| Code | Module Name |
| BSBCCO201A | Action customer contact |
| BSBCC0301A | Use multiple information system |
| BSBCUS301A | Deliver and monitor a service to customers |
| BSBIND101A | Work effectively in a contact centre environment |
| BSBCMM201A | Communication in the workplace |
| BSBITU101A | Operate a personal computer |
| BSBOHS201A | Participate in OHS processes |
Elective Units
| Code | Module Name |
| BSBPRO301A | Recommend products and services |
| BSBWOR203A | Work effectively with others |
| BSBCMM301A | Process customer complaints |
Course includes a Certificate I in Work Preparation
Units delivered:
| CHCCS101A | Prepare for work |
| CHCOHS201A | Follow OH&S procedures |
| BSBCMN103A | Apply basic communication skills |