Customer Services Skill Set

In the Customer Services Skill Set (BSBSS00119), you will learn how to respond to customer enquiries via phone, email and messages, identify needs, accurately record and update information, arrange dispatch of goods, and complete essential administrative tasks.

You will develop skills in supporting call centre operations, including coaching staff, monitoring calls, providing feedback, and helping resolve customer issues.

You will also gain experience in managing workflows, preparing rosters, promoting products and services, and processing invoices and electronic payments

In the Customer Services Skill Set, you will gain knowledge and skills from the following core units:

1. BSBOPS304 - Deliver and monitor a service to customers: identify customer needs, deliver and monitor customer service.  
2. BSBOPS305 - Process customer complaints: handle complaints from customers professionally and appropriately
3. SIRXCEG002 - Assist with customer difficulties: solve customer problems and use techniques to deal with customer difficulties 
4. SIRXPDK001 - Advise on products and services: develop product and service knowledge and provide information to customers
   

This skill set reflects the skills required in many different managerial roles that span various industries, including corporate, healthcare, tech, non-profit, and government sectors, offering diverse opportunities. They may include:

1. Call centre agent: respond to enquiries, resolve issues, provide product or service information, and ensure each customer interaction is handled professionally and efficiently
2. Client support specialist: provide customer service by assisting clients with enquiries, resolve technical or service issues, maintain accurate records, and ensure ongoing client satisfaction through clear and professional communication
3. Customer relations officer: manage customer enquiries and complaints, maintain positive relationships, and ensure issues are resolved promptly to enhance overall customer satisfaction and loyalty  
4.   Customer services representative: provide customer service by responding to enquiries, processing orders or requests, resolving complaints, and ensuring customers receive accurate information and timely support
   

Age 

Minimum age 18 years old

Education & Experience

One of the following:

• year 12 or equivalent 

or

• mature aged student with 2 years' work experience

​​English

A functional level of English is required. Language, Literacy and Numeracy Test to be passed at an AQF level 3. 

Student Evidence 

Evidence of any of the below:

• Australian citizenship;
• Permanent Australian residency; or
• Temporary Australian residency with a valid visa, other than the student visa, to study and work in Australia.

Students will be required to provide a Unique Student Identifier (USI) which is a reference number that creates an online record of a student’s training and qualifications attained in Australia.

Language, Literacy, Numeracy

Language, Literacy and Numeracy (LLN) test is required prior to enrolment as part of the course entry process which will assist the college to determine the level of support the student will need to successfully complete their learning. 

Visit the Fees & Payment Page here to find out more.