When you enrol in the Certificate II in Customer Engagement, you will learn how to thrive in a customer contact or service 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 and service centre systems and culture, and be able to apply for job opportunities in contact and service centres.
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1 - 3 elective subjects are required
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.
This subject covers the professional responsibilities and standards that apply to customer contact roles you would find in a contact or service centre. It explores the types of contact and service centres and explains the use of metrics and KPIs used to measure the effectiveness of customer contact. It also provides an overview of the types of technologies in use.
Communication is a key work skill. This subject covers the skills and knowledge required to communicate in the workplace including gathering, conveying and receiving information and completing routine written correspondence. The use of digital communication technologies like email and texting is also covered.
This subject addresses the skills and knowledge required to work effectively in a business environment. It includes identifying and working to organisational standards, managing workload, and working as part of a team. A number of practical workplace activities are undertaken and used as assessment evidence to ensure the new employee gets started in the right way.
Keyboarding and Business Technology focuses on developing touch typing skills, and also using keyboard functions and short cuts. Important proofreading tips as well as safe computer work practices are addressed. Students are allowed to practice online with this subject so that they can achieve 30 words per minute at an accuracy of 98%.
This subject covers the skills and knowledge required to work in a healthy and safe manner. 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.
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.
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.
All workplaces have business records and key office technology. This subject looks at the range of filing and records systems as well as the types of uses for office computers and software. Content includes file classification systems; ways to ensure data input accuracy; and the range of business filing systems used.
In this introduction to word processing you will learn and develop skills that will allow you to create documents, and have the confidence to move and add text and using good formatting techniques. Practical activities require you to use Office Word to prepare required documents using specific word processing features.
In this introductory subject, learn the fundamentals of working with excel and creating formulas. Content also covers ways to design spreadsheets to improve the layout of information, as well as how to create graphs or charts. You will be amazed at the potential excel offers you to improve work processes and manage data.
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.
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