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Customer Engagement Operations
Prepare for entry-level customer-engagement and business-process roles through service, communication and digital workplace practice.
Programmes at a Glance‹
Turn every customer interaction into a reason to stay.
Prepare for entry-level customer-engagement and business-process roles through service, communication and digital workplace practice. From the start, your learning stays close to the workplace as you practise customer interaction across service channels, digital systems and accurate information handling and service quality, problem-solving and professional communication through hands-on activities and real-world challenges. You’ll leave ready to contribute with confidence, pursue opportunities such as customer engagement agent or contact-centre representative, or turn your skills into an enterprise of your own.
What you’ll explore
Entry requirements
Your path to ECC may begin in different ways. This programme accommodates multiple admission routes, and our Admissions team can help you understand how your qualifications fit.
Open to eligible Sixth Form Pathway applicants.
Applicants may enter with one (1) CXC subject or one (1) City & Guilds subject.
Applicants may alternatively enter with a Level 1 certificate from HEART/NCTVET.
Programme structure
The applicable NCTVET Skill Offering is presented below as the programme structure, retaining its published code, title, unit level, type and hours.
The 19 competence standards below are the Core units listed for this NCTVET qualification.
BPOCUE0012APrepare for Work in a Customer Engagement Environment2Core10BPOSAS0042AInteract with ICT Clients2Core12BSBWOR0022AManage Personal Stress in the Workplace2Core20BSBOSH0012AComply with Occupational Health and Safety Requirements2Core8BSBICT0012ACommunicate Electronically2Core12BPOCUE0342ACollect Debts2Core40BPOCUE0052AEnsure the Confidentiality, Privacy and Security of Customer Information2Core10BPOCUS0022AResolve Customer Queries2Core30BSBSLS0012ASell Products and Services2Core20BSBSLS0022ADevelop Product Knowledge2Core10CRIMAT0012APerform Mathematical Computations2Core40BPOCUS0012ADeliver Service to Customers2Core10BSBCUE0032ACollect Data for Market Research2Core10BPOSAS0012ARecord Client Support Requirements2Core12CRICOM0012AApply Language and Communication Skills2Core40BSBCOR0122ACommunicate in the Workplace2Core50BPOCUE0022AConduct Customer Engagement2Core20BPOCUS0032AProcess Customer Complaints/Disputes2Core10BSBICT0022AOperate Application Software Packages2Core20The structure shown is a guide. Course or unit sequencing and availability may be adjusted to reflect enrolment levels, faculty availability and programme scheduling requirements. Offerings may therefore move to a different semester or position in the sequence.
You may be a strong fit if you…
are curious about business & management and ready to build practical skills.
want a structured pathway that connects learning with real career possibilities.
value teamwork, problem-solving and continuous professional growth.
Main Campus
This programme is based at the campus shown. Selected classes may also use online, field, laboratory or work-placement environments.