Qualification Outline
22/07/2026 6:24 AM AWST
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Certificate II in Customer Contact
Certificate II in Customer Contact
BSB20211
D690
Replaced
Replaced
National Endorsed, State Implementation and Classification
Releases
| Release Version | Release Date | TGA Status | DTWD Status |
|---|---|---|---|
| 2.00 | 18/12/2012 | Current | Approved |
Description
This qualification reflects the role of individuals who typically interact with customers under direct supervision and with limited authority to delegate.
Duties at this level would include working with multiple communication channels, receiving and responding to customer requests, and capturing data.
Job roles
Possible job roles relevant to this qualification include:
customer contact assistants or operators.
Schedule
Packaging Rules
Total number of units = 93 core units plus
6 elective units of which:
3 units must be from the elective units below
the remaining 3 units may be from the elective units below, or from qualifications at the same level or one higher in any endorsed Training Package or accredited course.
Elective units must be relevant to the work environment and the qualification, maintain the integrity of the AQF alignment and contribute to a valid, industry-supported vocational outcome.
Core units
BSBCCO203A Conduct customer contact
BSBCCO205A Prepare for work in a customer contact environment
BSBCMM201A Communicate in the workplace
Elective units
BSBCCO301B Use multiple information systems
BSBCCO305B Process credit applications
BSBCCO308A Conduct outbound customer contact
BSBCCO309A Develop product and service knowledge for customer contact operation
BSBCMM301B Process customer complaints
BSBCUS201B Deliver a service to customers
BSBITU101A Operate a personal computer
BSBITU203A Communicate electronically
BSBLED301A Undertake elearning
BSBWHS201A Contribute to health and safety of self and others
BSBWOR201A Manage personal stress in the workplace
BSBWOR203B Work effectively with others
ICAICT103A Use, communicate and search securely on the internet
ICAICT203A Operate application software packages
1. Core Units
All three (3) units must be completed
| State Code | National Code | Title | Hours | Type |
|---|---|---|---|---|
| D0629 | BSBCMM201A | Communicate in the workplace | 30 | Unit of competency |
| S8039 | BSBCCO203A | Conduct customer contact | 100 | Unit of competency |
| S8041 | BSBCCO205A | Prepare for work in a customer contact environment | 40 | Unit of competency |
2. Elective Units
Six (6) units may be chosen from the elective units listed.
Please refer to the packaging rules for the full details of available options.
Replaces
| State Code | National Code | Title | Type |
|---|---|---|---|
| D131 | BSB20207 | Certificate II in Customer Contact | Qualification |
Replaced By
| State Code | National Code | Title | Type |
|---|---|---|---|
| AVQ9 | BSB20215 | Certificate II in Customer Engagement | Qualification |
No information
Entry Requirements
There are no entry requirements for this qualification.
Traineeships and Apprenticeships