Unit of competency Outline

Date retreived
23/07/2026 9:46 AM AWST

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Provide online customer service

Provide online customer service

Unit of competency
National Code
SIRXCEG006
State Code
BBB71
TGA Status
Current
DTWD Status
Approved
Current Release Number
1.00
Current Release Date
16/08/2017
View on TGA
State Implementation and Classification
Approved Date
14/12/2017
Field of Education
080501 - Sales
Original Release Date
14/12/2017
Nominal Hours
20
Description
This unit describes the performance outcomes, skills and knowledge required to interact with customers using online communication tools. It requires the ability to provide information to customers, handle customer difficulties, and provide customer service and support in an online environment. It applies to individuals who interact with customers online in a diverse range of businesses with an online presence. They operate with some independence, under limited supervision and guidance from others, and within established organisational policies and procedures. No occupational licensing, certification or specific legislative requirements apply to this unit at the time of publication.
Notes
Elements and Performance Criteria
1. Communicate with customers online.
  • 1.1. Use digital communication tools to communicate with customers online according to organisational online customer service standards and procedures.
  • 1.2. Communicate with customers online using appropriate communication styles and within designated response times.
  • 1.3. Use correct spelling and grammar when communicating with customers in written form.
  • 1.4. Identify and take opportunities to improve customer experience within scope of own responsibility.
  • 1.5. Promote customer loyalty and repeat business when communicating with customers online.
  • 1.6. Request referrals, ratings and user-generated content from customers.
  • 1.7. Monitor customer demand for products and services and inform relevant personnel to ensure customer needs are met.
  • 1.8. Record customer interactions and feedback according to organisational policies and procedures.
  • 1.9. Make suggestions for improved customer service standards and procedures to relevant personnel.
2. Respond to customer difficulties online.
  • 2.1. Identify customer difficulties and provide required support.
  • 2.2. Identify customer dissatisfaction and take action to avoid escalation.
  • 2.3. Follow organisational online customer service standards and procedures to respond to customer complaints.
  • 2.4. Refer complex customer complaints to relevant personnel for action.
  • 2.5. Maintain a professional manner during online customer interactions.
  • 2.6. Identify consistent and potential customer difficulties and report to relevant personnel to minimise future customer dissatisfaction.
3. Process online refunds and exchanges.
  • 3.1. Identify reasons for refunds and exchanges, and offer a replacement or alternative product or solution to maximise sales opportunities.
  • 3.2. Process online refunds and exchanges according to organisational policies and procedures.
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