How to Become a Customer Support Officer: Australian Careers in Business

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BSB30120

Certificate III in Business

Take your first step toward a new career in business with no prior experience required with this online BSB30120 Certificate III in Business (Standard) qualification from Foundation Education.

A generalised course suitable for students from a wide variety of backgrounds, this qualification provides students with the foundation skills and knowledge required to start a career in business. In this qualification, you’ll learn how to work in a team, support and advise colleagues, and make sound decisions in any situation that emerges in the workplace. You’ll graduate with the skills and experience required to seek work in real-life business workplaces.

With online learning and on-hand help from Foundation Education’s student support officers, your learning experience is flexible and supported. You’ll build your knowledge through project-based and case study assessments, and build real-world skills for your start in the workplace.

If you’re naturally organised, like solving problems, and enjoy working with other people, a career in business may be for you. It starts with this qualification.

Please note: This is a fee-for-service program, it is not government funded.

Online

Administrative Assistant, Customer Support Officer, Executive Assistant, Office Administrator, Personal Assistant, Receptionist

Price may vary

Up to 12 months part-time

BSB30120

Certificate III in Business (Business Administration)

Turn your organisational skills into an exciting professional career with this online BSB30120 Certificate III in Business (Business Administration) qualification from Foundation Education.

Designed for students with no prior experience, this nationally recognised qualification will help you build the foundation skills required to take your first step towards a career in business. This course will teach you how to manage payroll processes and financial records; maintain business resources; organise schedules and arrange meetings; create documents and presentations; and support yourself and other colleagues in the workplace.

This course is delivered entirely online and is flexible to suit your lifestyle. Students have up to 12 months to complete this course, and Foundation Education’s on-hand student support team will help make studying easy.

If you’re looking to start working in a professional business role, this course will help you take your first step.

Please note: This is a fee-for-service program, it is not government funded.

Online

Administrative Assistant, Administrative Officer, Customer Support Officer, Office Assistant, Receptionist, Records Assistant

Price may vary

Up to 12 months part-time

BSB30120

Certificate III in Business (Customer Engagement)

If you are good at communication and handling people, and would like to commence a lucrative career in business and business administration, then this BSB30120 Certificate III in Business (Customer Engagement) qualification from Open Colleges could be a great option to get you started.

This comprehensive business administration course is designed to enable you to provide exceptional customer service through effective communication. It will teach you crucial skills such as how to prepare and design business documents and spreadsheets, how to engage in effective workplace communication, how to deliver and monitor a service to customers and how to process customer complaints, and by the end of the course you will become a star customer engagement professional. This course is delivered 100% online, allowing you to balance study with your lifestyle.

PLEASE NOTE – Open Colleges is a privately-run RTO, not government-run like a TAFE, so they cannot offer government funding. Please check eligibility requirements before beginning an enrolment with Open Colleges.

Online

Administration Supervisor, Administrative Assistant, Business Administrator, Customer Service Assistant, Customer Service Manager, Customer Support Officer

Price may vary

12 months self-paced

On this page

What is a Customer Support Officer?

What will I do?

What skills do I need?

Resources

What is a Customer Support Officer?

The role of a Customer Support Officer is both dynamic and rewarding, serving as a vital link between customers and the organisation. These professionals are dedicated to ensuring that customers receive the assistance they need, whether it involves answering queries, resolving issues, or providing information about products and services. Their work often takes place in various settings, including call centres, retail environments, and corporate offices, making it a versatile career choice for those who enjoy interacting with people.

Customer Support Officers are responsible for a range of tasks that contribute to customer satisfaction and loyalty. They engage with customers through various channels, such as phone, email, and live chat, to address inquiries and troubleshoot problems. This role requires strong communication skills, as Officers must convey information clearly and empathetically. Additionally, they often document customer interactions and feedback, which helps organisations improve their services and products over time.

In their day-to-day activities, Customer Support Officers may also be involved in training customers on how to use products effectively, ensuring that they can maximise their experience. They play a crucial role in identifying recurring issues and collaborating with other departments to implement solutions. This proactive approach not only enhances customer satisfaction but also contributes to the overall efficiency of the organisation.

Overall, a career as a Customer Support Officer offers the opportunity to make a positive impact on people’s experiences with a brand. It is a role that fosters personal growth, as Officers develop problem-solving skills and gain insights into customer needs and preferences. For those who thrive in a fast-paced environment and enjoy helping others, this career path can be both fulfilling and promising.

Career snapshots For Customer Support Officers

ICT Customer Support Officers play a crucial role in providing technical support and guidance for computer systems and infrastructure. They are often the first point of contact for users experiencing technical issues, ensuring that problems are diagnosed and resolved efficiently.

Average Age: 38 years
Gender Distribution: 21% female
Hours Worked: 83% work full-time, averaging 40 hours per week
Employment Numbers: Approximately 46,200 people are employed in this role
Unemployment Rate: Not specified
Projected Growth: Annual employment growth data is not available

This occupation is predominantly found in industries such as Professional, Scientific and Technical Services, Education and Training, and Public Administration and Safety. The role is essential in maintaining the functionality of computer systems, making it a vital part of the IT landscape.

Source: ABS, 2021 Census of Population and Housing.

What will I do?

Customer Support Officers play a vital role in ensuring customer satisfaction by providing assistance and resolving issues related to products and services. They serve as the first point of contact for customers, addressing inquiries and troubleshooting problems to enhance the overall customer experience. This position requires strong communication skills, technical knowledge, and a commitment to helping others, making it an essential part of any customer-focused organisation.

Determines software and hardware requirements – Identifies the necessary tools and systems to resolve customer issues effectively.
Responds to queries on software and hardware problems – Provides timely and accurate answers to customer inquiries regarding technical issues.
Installs and downloads appropriate software – Assists customers in setting up and configuring software applications as needed.
Adapts existing programs to meet users’ requirements – Modifies software to better suit the specific needs of customers.
Ensures efficient use of applications and equipment – Monitors and optimises the performance of software and hardware used by customers.
Implements computer networks and maintains websites – Sets up and manages network systems and online platforms for customers.
Repairs/replaces peripheral equipment – Fixes or substitutes hardware components such as printers and modems to ensure functionality.
May work in a call centre – Engages with customers over the phone to provide support and resolve issues.
Assembles, installs, maintains, and repairs computer hardware – Handles the physical aspects of computer systems to ensure they operate smoothly.

What skills do I need?

A career as a Customer Support Officer requires a diverse set of skills that are essential for effectively assisting customers and resolving their issues. Strong communication skills are paramount, as these professionals must convey information clearly and empathetically, whether through phone calls, emails, or live chats. Additionally, problem-solving abilities are crucial, enabling them to diagnose technical issues and provide appropriate solutions swiftly. Familiarity with various software applications and technical systems is also important, as Customer Support Officers often assist users with software installations, troubleshooting, and ensuring the efficient use of technology.

Moreover, patience and resilience are key traits for success in this role, as Customer Support Officers frequently handle challenging situations and must remain calm under pressure. A customer-centric mindset is vital, as these professionals strive to enhance customer satisfaction and build lasting relationships. Continuous learning and adaptability are also beneficial, given the ever-evolving nature of technology and customer needs. By honing these skills, individuals can excel in their roles and contribute positively to their organisations.

Skills/attributes

Strong communication skills
Problem-solving abilities
Technical proficiency with software and hardware
Customer service orientation
Patience and empathy
Ability to work under pressure
Attention to detail
Time management skills
Teamwork and collaboration
Adaptability and flexibility
Organisational skills
Ability to learn new technologies quickly
Conflict resolution skills
Positive attitude and enthusiasm

Resources

NATIONAL

QLD

VIC

ACT

TAS

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Career Outcomes

How to Become a Customer Support Officer: Australian Careers in Business

3 Courses

Displaying 3 of 3 courses

Filters

Clear all

Location

Industry

Study Mode

Payment Option

Qualification

Course Provider

BSB30120

Certificate III in Business

Take your first step toward a new career in business with no prior experience required with this online BSB30120 Certificate III in Business (Standard) qualification from Foundation Education.

If you’re naturally organised, like solving problems, and enjoy working with other people, a career in business may be for you. It starts with this qualification.

Please note: This is a fee-for-service program, it is not government funded.

Online

Administrative Assistant, Customer Support Officer, Executive Assistant, Office Administrator, Personal Assistant, Receptionist

Price may vary

Up to 12 months part-time

BSB30120

Certificate III in Business (Business Administration)

Turn your organisational skills into an exciting professional career with this online BSB30120 Certificate III in Business (Business Administration) qualification from Foundation Education.

If you’re looking to start working in a professional business role, this course will help you take your first step.

Please note: This is a fee-for-service program, it is not government funded.

Online

Administrative Assistant, Administrative Officer, Customer Support Officer, Office Assistant, Receptionist, Records Assistant

Price may vary

Up to 12 months part-time

BSB30120

Certificate III in Business (Customer Engagement)

Online

Administration Supervisor, Administrative Assistant, Business Administrator, Customer Service Assistant, Customer Service Manager, Customer Support Officer

Price may vary

12 months self-paced

On this page

What is a Customer Support Officer?

What will I do?

What skills do I need?

Resources

What is a Customer Support Officer?

Career snapshots For Customer Support Officers

Average Age: 38 years
Gender Distribution: 21% female
Hours Worked: 83% work full-time, averaging 40 hours per week
Employment Numbers: Approximately 46,200 people are employed in this role
Unemployment Rate: Not specified
Projected Growth: Annual employment growth data is not available

Source: ABS, 2021 Census of Population and Housing.

What will I do?

Determines software and hardware requirements – Identifies the necessary tools and systems to resolve customer issues effectively.
Responds to queries on software and hardware problems – Provides timely and accurate answers to customer inquiries regarding technical issues.
Installs and downloads appropriate software – Assists customers in setting up and configuring software applications as needed.
Adapts existing programs to meet users’ requirements – Modifies software to better suit the specific needs of customers.
Ensures efficient use of applications and equipment – Monitors and optimises the performance of software and hardware used by customers.
Implements computer networks and maintains websites – Sets up and manages network systems and online platforms for customers.
Repairs/replaces peripheral equipment – Fixes or substitutes hardware components such as printers and modems to ensure functionality.
May work in a call centre – Engages with customers over the phone to provide support and resolve issues.
Assembles, installs, maintains, and repairs computer hardware – Handles the physical aspects of computer systems to ensure they operate smoothly.

What skills do I need?

Skills/attributes

Strong communication skills
Problem-solving abilities
Technical proficiency with software and hardware
Customer service orientation
Patience and empathy
Ability to work under pressure
Attention to detail
Time management skills
Teamwork and collaboration
Adaptability and flexibility
Organisational skills
Ability to learn new technologies quickly
Conflict resolution skills
Positive attitude and enthusiasm

Resources

NATIONAL

QLD

VIC

ACT

TAS