BSB20207/CRICOS CODE 073721G 

Certificate II in Customer Contact (Printable PDF)

English and Business Packages  (Printable PDF)

Business Packages (Printable PDF)

About the course  

• Nationally recognised Certificate
• Development of essential skills in a customer service or a call centre environment
• Development of knowledge in contact centre infrastructure and software, policies, procedures and legislation, customer service and teamwork
• 20 hours per week study options (6 hours core units, 14 hours of workshops/study skills)

Why study Certificate II in Customer Contact at Viva College?

• Flexible timetable and multiple start dates
• Taught by dedicated and highly qualified trainers
• Lessons and assessments designed to train students in workplace ready skills
• Selected online assessment and support materials
• One-on-one coaching
• Free face-to-face English language assistance
• Recognition of prior learning (RPL)

Entry Requirements

• All students: Satisfactory result in the entry test given at orientation
• Current students: Successful completion of 4 weeks at Viva College’s Intermediate Level plus interview and numeracy test
• Future Students: IELTS score of 5 or equivalent
• Free pretesting available Monday to Friday during office hours

Course Length (22 weeks)
5 blocks of 4 weeks + 2 weeks of holidays. 

Key Employability Skills  

Communication and Teamwork :

• Listening and questioning to identify customer needs
• Writing emails and faxes
• Working in a team to achieve team goals

Problem Solving, Initiative & Enterprise :

• Contribute suggestions for improvements in products and services
• Use problem solving techniques to identify customer wants and needs

Planning, Organising & Self Management :  

• Manage own time and priorities
• Maintain customer records

Learning and Technology :  

• Use electronic communication devices and software to action customer contact
• Seek appropriate technical help