The BSB20215 Certificate II in Customer Engagement qualification reflects the role of individuals who typically work with multiple communication channels, capture data and provide customer service in call centre environments. Typically, individuals in this role work under direct supervision, with limited authority to delegate.
Duties at this level would include working with multiple software programs and communication, providing excellence in customer service, adhering to key performance indicators in busy customer responsive environments, working in a team environment, providing technical advice, product and service information to customer and capturing data.
Job roles and titles vary across different industry sectors, however possible job titles relevant to this qualification include:
Students complete nine (9) units of competency, three (3) of which are mandatory with the other six (6) units being elective.
This training course aims to enhance employability and promotional opportunities, by building a varied range of useful office and business skills including but not limited to: communication, technology, customer service skills, teamwork and self-management.
There are no prerequisites for this course.
Whilst students have a choice in the units they complete for their qualification, the following is a typical group of units selected by industry:
You receive hard/soft copy learner guides and assessments to complete. It is your responsibility to return the completed assessments to Trainwest.
All training is conducted online, through Trainwest’s eLearning portal. Assessments are submitted directly through the eLearning portal.
Hard copy learner guides can be purchased for an additional cost. As a self-directed student, you receive ongoing remote support from Trainwest trainers. This may be in the form of telephone, email or digital communication tools such as Skype, Teams, or GoToMeetings.
Face-to-Face training can be arranged at an additional fee.
Training is delivered fully or partially in the workplace and depending on the qualification can take between six months to two years to complete. Trainwest undertakes monthly visits to the workplace as part of training process for all trainees.
Trainwest will work with you to deliver the training in an environment which promotes active learning with minimal impact to you as an employer to ensure its business as usual.
Course dates are subject to change.
You can get in touch with us on our contact form, by email, or by phone on 1300 938 411. The Trainwest team are always here to discuss your training requirements in Perth, regional WA or throughout Australia.