SG00006400 SoA in Business Customer Engagement

This package is for those in the early stages of their career and delivers a range of essential knowledge and skills required in a variety of workplaces, covering aspects of customer engagement, diversity, health and safety and personal wellbeing.

• BSBOPS202 Engage with customers
• BSBOPS304 Deliver and monitor a service to customers
• BSBTWK301 Use inclusive work practices
• BSBWHS211 Contribute to the health and safety of self and others
• BSBPEF201 Support personal wellbeing in the workplace

This Skill Set covers the skills and knowledge required to:

• participate effectively in customer engagement, including complying with organisational requirements and using a variety of communication methods;
• identify customer needs, deliver and monitor customer service and identify improvements in the provision of customer service;
• recognise and interact productively with diverse groups of individuals in the workplace;
• work in a manner that is healthy and safe in relation to self and others, and to assist in responding to incidents;
• advocate for and feel empowered about personal wellbeing in the workplace.

This Skill Set involves:

• responding to and working effectively with individual differences that might be encountered during the course of work;
• following work health and safety (WHS) policies, procedures, instructions and requirements; and participating in WHS consultative processes.
• developing and applying basic knowledge of factors that may influence wellbeing, both positively and negatively.

This Skill Set is suitable for individuals who:

• perform a range of mainly routine tasks, using limited practical skills and fundamental operational knowledge and who work under some supervision and guidance;
• apply a broad range of competencies in various work contexts. In this role, individuals often exercise discretion and judgement using appropriate knowledge of customer service. They provide technical advice and support to customers over short or long-term interactions;
• work in a variety of contexts where they will be expected to interact with diverse groups of individuals. They may also provide some leadership and guidance to others and have some limited responsibility for the output of others;
• require a basic knowledge of WHS to carry out own work in a defined context, under direct supervision or with some individual responsibility, in a range of industry and workplace contexts;
• work under direct supervision. It may also apply to learners who are preparing to enter the workforce.

On successful completion you will receive a Statement of Attainment. Transfer the skills towards a full qualification or a set of job ready skills.

Commitment: Training – 190 hours | Assessment – 15 hours

Total commitment is 205 hours