Gain an understanding of how to effectively and ethically manage training and development within any business or industry.
10 weeks, excluding orientation.
7–10 hours of self-paced learning per week, entirely online.
This qualification reflects the role of individuals working in a range of complex customer service roles.
Duties at this level would include working with multiple communication channels, providing excellent customer service, adhering to key performance indicators, working in a team environment, providing support to a team, providing technical advice and capturing data.
Individuals would work under supervision, but may have some authority to delegate.
Founded in 2008 as a learning and development consultancy we have a strong history of delivery training and development all around the world, having designed and delivered premium learning for all industries around the globe.
Since 2015, the International Skills Group and International Skills Group has partnered with learning experts to take its education online and industry validated. These partnerships are driven by SRI’s goal to broaden access to the research and information developed through our strong industry engagement, and make it available to anyone who believes in lifelong learning.
SRI’s training scope extends to all areas education, providing our institution, partners and its future students with opportunities for further growth within Business, Community Services, Health and Post Graduate Qualifications.
As a student, you will also gain unlimited access to SRI’s CPD Training Library at no extra cost. This platform will provide you with valuable career resources and events to support your professional journey. You can look forward to benefits including leading content, career templates, webinars, workshops, and exclusive recruitment opportunities to connect you with potential employers.*
You’ll be welcomed to the course and begin connecting with fellow students, while exploring the navigation and tools of your Online Campus. Be alerted to key milestones in the learning path, and review how your results will be calculated and distributed.
You’ll be required to complete your student profile, confirm your certificate delivery address, and submit a digital copy of your passport/identity document.
This unit describes skills and knowledge required to apply critical thinking skills to generate solutions to workplace problems in a team environment.
The unit applies to individuals who are required to develop and extend their critical and creative thinking skills to different issues and situations. These individuals apply a range of problem solving, evaluation and analytical skills resolve workplace issues within a team context.
This unit describes the skills and knowledge required to advocate for and feel empowered about personal wellbeing in the workplace. It involves developing and applying basic knowledge of factors that may influence wellbeing, both positively and negatively.
The unit applies to those in a range of industry and workplace contexts, who work under direct supervision. It may also apply to learners who are preparing to enter the workforce.
This unit describes the skills and knowledge required to measure, support and find opportunities to improve the sustainability of work practices.
The unit applies to individuals, working under supervision or guidance, who are required to follow workplace procedures and instructions. These individuals work in an environmentally sustainable manner within scope of competency, authority and own level of responsibility.
This unit describes the skills and knowledge required to recognise and interact productively with diverse groups of individuals in the workplace. It covers responding to and working effectively with individual differences that might be encountered during the course of work.
The unit applies to individuals who 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.
This unit describes the skills and knowledge required to assist with implementing and monitoring an organisation’s work health and safety (WHS) policies, procedures and programs as part of a small work team.
The unit applies to individuals who have roles in assisting with maintaining workplace safety in an organisation. Individuals closely monitor aspects of work associated with the safe delivery of products and services, and they contribute to influencing safety in the workplace.
This unit describes the skills and knowledge required to communicate (through written, oral and nonverbal form) in the workplace within an industry.
This unit applies to a wide range of workers, but has a specific focus on the communication skills required for workers with limited responsibility for others.
This unit describes the skills and knowledge required to select and use software and organise electronic information and data.
The unit applies to those who use a limited range of practical skills with a fundamental knowledge of equipment use and the organisation of data in a defined context, under direct supervision or with limited individual responsibility.
This unit describes the skills and knowledge required to effectively identify, select and use available methods of digital communication in a workplace context. These methods may include email, instant messaging and other similar platforms.
The unit applies to those who use digital technology to communicate with relevant stakeholders. This will be particularly relevant to individuals in teams that work remotely. The individual will use a limited range of practical skills and fundamental knowledge in a defined context under direct supervision or with limited individual responsibility.
This unit describes the skills and knowledge required to identify customer needs, deliver and monitor customer service and identify improvements in the provision of customer service.
The unit applies to those who 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.
This unit describes skills and knowledge required to handle complaints from customers.
The unit applies to those who apply a broad range of competencies and may exercise discretion and judgement using appropriate knowledge of products, customer service systems and organisational policies to provide technical advice and support to a team.
This unit describes the performance outcomes, skills and knowledge required to develop and maintain relationships with business customers by identifying customer needs and improving outcomes.
It applies to individuals working in customer service roles in a diverse range of wholesale businesses. They operate with independence and under limited supervision and guidance from others, and within established organisational policies and procedures.
This unit describes the performance outcomes, skills and knowledge required to support the implementation of marking and promotional activities.
It applies to individuals working in frontline sales roles in a diverse range of industry sectors and business contexts. They operate with some independence under general supervision and guidance from others, and within established organisational policies and procedures.
This unit describes the skills and knowledge required to organise personal work schedules, to monitor and obtain feedback on work performance and to maintain required levels of competence.
The unit applies to individuals who exercise discretion and judgement and apply a broad range of competencies in various work contexts.
Earn a certificate/qualification from SRI as recognition of your newly developed skills or previous skills which have now been recognised.
Assessment is continuous and based on a series of practical assignments completed online, or through the submission of your employment portfolio. In order to be issued with a certificate/qualification of completion you’ll need to meet the requirements outlined in the course handbook.
Your certificate will be issued in your legal name and sent to you upon successful completion of the course, as per the stipulated requirements. Each qualification is issued with a QR code for instant certificate verification.
This course has been developed with input and validation from the following organisations/associations/people:
Every course is broken down into manageable, weekly modules, designed to accelerate your learning process through diverse learning activities:
International Skillls Group provides a personalised approach to online education that ensures you’re supported throughout your learning journey.
In order to complete this course, you’ll need an email account and access to a computer and the internet, as well as a PDF Reader. You may need to view Microsoft PowerPoint presentations, and read and create documents in Microsoft Word or Excel.
We recommend that you use Google Chrome as your internet browser when accessing the Online Campus. Although this is not a requirement, we have found that this browser performs best for ease of access to course material. This browser can be downloaded here.
Certain courses may require additional software and resources. These additional software and resource requirements will be communicated to you upon registration and/or at the beginning of the course. Please note that Google, Vimeo, and YouTube may be used in our course delivery, and if these services are blocked in your jurisdiction, you may have difficulty in accessing course content. Please check with an Enrolment Advisor before registering for this course if you have any concerns about this affecting your experience with the Online Campus.