BSB50315 Diploma of Customer Engagement
What is this qualification?
This qualification would apply to individuals with various job titles including contact centre managers, quality assurance officers, analysts, schedulers and customer contact managers.
Individuals in these roles would possess sound relationship management skills and be well-equipped to support a team. They would typically manage complex multi-channel customer interactions including training others and promoting continuous process improvements within an organisation.
Job roles that may be available to you after successful completion of the course include:
- Customer Service Manager
- Contact Centre Manager
- Customer Contact Segment Manager
- Quality Assurance Officer
- Complex Enquiry Customer Service Manager
Talk to a Course Advisor. They can help you decide which course is best for you.
You will need:
- Desktop, laptop or tablet
- Microsoft Office or equivalent
- Broadband internet connection
- A web camera and a speaker
- Access to software to view online videos and images, such as Adobe Reader, Windows Media Player, Windows Photo Viewer, which are available as a download from the internet.
Our workplace training programs are dedicated to finding the best opportunities for employers and staff including access to available funding options and maintaining flexible delivery options. Delivered in the workplace, either by self-paced with regular trainer visits, online with trainer support, classroom or workshops. Our workplace programs will result in practical skills and knowledge that are immediately transferable to the workplace. A streamlined RPL assessment process is available for those who are seeking recognition of existing skills, knowledge and experience.
- Written activities
- Case studies
- Role plays / observations
Total number of units = 10
- 3 core units
- 7 elective units
BSBLED501 Develop a workplace learning environment
BSBMGT516 Facilitate continuous improvement
BSBCOM602 Develop and create compliance requirements
BSBCOM502 Evaluate and review compliance
BSBHRM405 Support the recruitment, selection and induction of staff
BSBWHS501 Ensure a safe workplace
BSBRSK501 Manage risk
BSBCUS501 Manage quality customer service
This course can be completed anywhere in Australia
Self Paced Delivery
This course can be completed in your own time
We have industry partnerships and a large reach across Australia