When you enrol in the Certificate II in Customer Engagement, you will learn how to thrive in a call centre environment. Learn the skills to manage your time and work priorities, and how to establish strong working relationships. You will gain an understanding of call centre systems and culture, and be able to apply for job opportunities in contact centres.
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2 elective subjects are required
This subject covers the different types of call centres and the typical roles you would find in a call centre. It explains the use of metrics and KPIs used in the industry to measure the effectiveness of customer contact. It also provides the understanding of the features, benefits and procedures for key products to enhance customer service and meet organisational goals.
Customer engagement is a key function in many job roles. This subject covers customer service delivery, with emphasis on telephone communication skills and etiquette. The practical activities in the course provide an opportunity to develop key customer communication techniques.
The key to good work practices in any office or business is to effectively manage your time so that you achieve your goals and targets. Learn how to prioritise and plan your work day. Also learn the important skills of working effectively with other team members and managing personal stress levels.
This subject covers the skills and knowledge required to work in a healthy and safe manner within a contact centre. You will learn to recognise hazards, the importance of safety signs and how to raise safety issues within a workplace. This is a great entry level subject to help you act and respond in a safe manner and it also covers how to respond to emergency incidents.
This subject covers the handling and receipt of incoming and outgoing mail in accordance with Australia Post Guidelines. Topics also address other delivery systems such as couriers and DX mail. A key focus is to learn how to find the most cost effective delivery option that meets your required time frame for delivery.
Outlook is the most commonly used email communication program used by businesses. Throughout this subject you will learn how to use the different features and functions that Outlook has to offer, such as creating emails, contacts and tasks. Learn how to get organised by creating folders and scheduling appointments and meetings for both yourself and others.
Environmental sustainability is everyone’s responsibility. This subject explains what sustainable practices are and how you can follow them in your workplace. Content includes recycling programs and ways to monitor usage of business resources so you can identify money saving practices.
Quality Education at a Fair Price
880* - $
8 months is allowed as the standard part time enrolment term for the Certificate II online TAFE level course in Customer Engagement.
Students who are able to commit more time to their course can finish earlier; while Traineeship terms may be longer.
for the Certificate II in Customer Engagement
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A traineeship is great way to develop the skills of your workforce.
Traineeships combine time at work with training, and can be full-time, part-time or school-based. Trainees must be an Australian Citizen or permanent resident visa holder. Each state determines what subsidised training is available for your trainees in that state.
Check the current traineeship course fees: