C

Employees undertake a leadership role and perform customer service work as well as providing high level services to customers, use multiple technologies and take responsibility for the outcomes of customer contact, rectify complex situations involving emergencies, substantial complaints and faults, disruptions or disconnection of service or customer dissatisfaction.

Compulsory (7 required):

• Follow Occupational Health and Safety policy and procedures
• Communicate effectively in a customer contact centre
• Respond to inbound customer contact
• Use basic computer technology
• Use an enterprise information system
• Provide quality customer service

Electives (8 required):

• Lead operations in a contact centre
• Implement continuous improvement in a contact centre
• Lead innovation and change in a customer contact centre
• Implement customer service strategies in a contact centre
• Provide leadership in a contact centre
• Lead teams in a contact centre
• Use multiple information systems
• Manage customer relationships