The Certificate II in Customer Engagement is focused on people who play out a scope of cutting-edge client care capacities, generally acted in a group domain and under supervision with some position to assign. Undertakings may incorporate dealing with a scope of correspondence channels, offering amazing client care, sticking to scratch execution markers, offering specialized help and information capturing.

You should give a scope of proof to help your assessor to settle on a choice about your ability. The sorts of proof you might be approached to give can include:

• Résumé
• ID
• Letter of Employment
• Current employment contracts
• Letters of reference
• Videos or photos of your work.
• Evidence of overseas qualifications.
• Transcripts or assessments from related previous qualifications.
• Apprenticeship papers
• Payslips/work contract/ ABN if self-employed
• Performance Review
• WHS/OHS Policies and procedures
• Internet/Technology Use Policy
• Complaints and Appeals handling forms and procedures
• Screenshots of Information Systems
• Operational Plans

For a student, it is crucial to know the occupation he/she will eligible once finish a qualification successfully. If you complete this qualification, you will able to work with this role.

• Customer Service Representative
• Tele-Sales Representative
• Customer Contact Agent
• Customer Contact Operator

Total number of units = 9 

3 core units  plus

6 elective units , of which:

• 3 units must be from the elective units below
• the remaining 3 units may be from the elective units below, or from qualifications at the same level or one higher in any endorsed Training Package or accredited course.

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 

BSBCUE203 Conduct customer engagement

BSBCUE205 Prepare for work in a customer engagement environment

BSBCMM201 Communicate in the workplace

Elective Units 

BSBCUE301 Use multiple information systems

BSBCUE305 Process credit applications

BSBCUE308 Conduct outbound customer engagement

BSBCUE309 Develop product and service knowledge for customer engagement operation

BSBCMM301 Process customer complaints

BSBCUS201 Deliver a service to customers

BSBITU111 Operate a personal digital device

BSBITU213 Use digital technologies to communicate remotely

BSBLED301 Undertake e-learning

BSBWHS201 Contribute to health and safety of self and others

BSBWOR201 Manage personal stress in the workplace

BSBWOR203 Work effectively with others

ICTICT103 Use, communicate and search securely on the internet

ICTICT203 Operate application software packages