Pearson BTEC Level 2

Certificate for Customer Service Practitioners

PEARSON BTEC LEVEL 2

Certificate for Customer Service Practitioners

This qualification is designed for learners who are working, or would like to work, in a customer service role within any sector or industry. It is ideal for those who are new to the role or who have been working in a customer service role for a short period of time. The role of a Customer Service Practitioner is to deliver a high quality service to the customers of their organisation. This may be digitally or face-to-face and will generally include dealing with orders, offering advice, guidance and support, fixing problems and aftercare.

Course Description

The Pearson BTEC Level 2 Certificate for Customer Service Practitioners is designed to support the off-the job training and development of learners on the Customer Service Practitioner Apprenticeship Standard by helping them to develop and apply the technical and behavioural knowledge and understanding required to become competent and successful in a customer service job role.

The Requirements

Age is 16 years and above
4 GCE/IGCSE ‘O’ Level Passes in English medium subjects, OR 2 in Malay subjects and 2 in English medium subject

NTC 2 Certificate (in relevant field if applicable) OR
Other relevant qualification deemed approved by Ministry of Education Brunei and Pearson BTEC

Duration

12 months for full-time.

Modules

Understanding Your Employer Organisation
Understanding How to Deliver High-Quality Customer Service
Understanding Personal Effectiveness in a Customer Service Work Environment
Understanding Communication in a Customer Service Environment
Melayu Islam Beraja
Basic Mathematics

Key Topics

Organization’s purpose and aims.

Organisation’s policies and procedures

Organization’s legislation and regulations

Communication in customer service

Professionalism

Different types of customers

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