This unit standard forms part of the qualification, National Certificate in Contact Centre Support at NQF Level 2. Learners working towards this unit standard will be learning towards the full qualification, or will be working within a Contact Centre environment, where the acquisition of competence against this standard will add value to the learner's job. This unit standard is intended to enhance the provision of entry-level service within the Contact Centre Industry.
The qualifying learner is competent in:
The qualifying learner is capable of:
Focuses on recognizing and effectively addressing customer needs in a Contact Centre environment to ensure service satisfaction.
Equips learners with skills to manage and resolve various customer complaints professionally in Contact Centres.
Basic ability to read, write, and communicate effectively in English for use in the workplace and training environment.
Ability to operate a computer, including using common software applications and navigating digital systems.
Fundamental understanding of numbers and basic calculations used in everyday tasks and workplace functions.