This is a demonstration record. Official qualification information has not yet been verified, so no accreditation or registration claims are made.
Qualification structure
Customer Service Principles and Channels
Voice, email, chat and social channels and service standards.
Handling Queries, Complaints and Escalations
Query resolution, de-escalation and escalation routes.
Contact Centre Systems, Quality and Metrics
CRM use, call quality, AHT, first-call resolution and CSAT.
Handling a Difficult Customer Interaction
Simulated call handling with quality scoring.
Contact Centre Workplace Experience
Supervised live customer interactions.
Potential career pathway
Roles commonly associated with these skills. Employment is never guaranteed.
Qualification
Occupational Certificate: Contact Centre and Customer Service
Entry-level role
Entry-level role commonly associated with these skills
Experience
1–3 years of supervised workplace experience
Advanced role
Senior or specialist role
Further study
Further qualification or specialisation
Skills that get you hired
Occupational technical skills
Core task skills required by employers in this occupation.
Digital and systems literacy
Using the systems and software typical of this occupation.
Professional communication
Clear, respectful workplace communication.
Problem solving
Diagnosing issues and choosing appropriate action.
Teamwork
Working effectively with colleagues and supervisors.
Professional behaviour
Punctuality, accountability, ethics and presentation.
Customer service
Serving internal and external customers well.
Critical thinking
Evaluating information before acting.
Source and document governance
No official source documents have been attached to this qualification yet. A GameChanger super admin can attach QCTO/SAQA sources, documents, versions and verification metadata in the admin area.