This qualification reflects the role of individuals who use well developed skills and a broad knowledge base in a wide variety of contexts. They apply solutions to a defined range of unpredictable problems, and analyse and evaluate information from a variety of sources.
They may provide leadership and guidance to others with some limited responsibility for the output of others. The course is nationally accredited and recognised. It consists of a set of competencies that all high performing customer contact professionals should possess.
What Will I Learn
- Team effectiveness
- Personal effectiveness
- Customer service
- Continuous improvement
- Workplace safety
- Office procedures
- Product knowledge
- Communication skills
- Gather, collate and record information
- Co-ordinate implementation of customer service strategies
- Develop teams and individuals
- Implement continuous improvement
- Provide personal leadership
- Monitor a safe workplace
- Provide mentoring and coaching within the workplace
- Organise and monitor the operation of compliance management system
- Implement processes for the management of a breach in compliance requirements
- Provide education and training on compliance requirements and systems
- Administer customer contact telecommunications technology
- Recruit, select and induct staff
- Implement workplace information system
- Promote innovation in a team environment
- Show leadership in the workplace
- Implement operational plan
- Manage projects
- Develop a sales plan
- Lead and manage a sales team
- Implement and monitor environmentally sustainable work practices
- Establish effective workplace relationships
- Manage stress in the workplace