The learner will be expected to demonstrate the ability to:  

• Identifying and solving problems by applying communication, questioning and active listening skills to meet customer needs and expectations and resolving their complaints/problems.  
• Working effectively with others in the workplace as a member of the team to achieve the Contact Centre's aims and objectives and meet customers' needs and expectations.  
• Organising and managing oneself and one's activities responsibly by planning own tasks in order to improve performance.  
• Collecting, analysing, organising and critically evaluating information to input and/or pull customer information from the system to meet customer needs and expectations according to organisational requirements.  
• Communicating effectively using appropriate verbal skills to answer and make calls from and to customers, including graphical representations to disseminate information to key stakeholders relating to customer's needs.  
• Use science and technology effectively and critically, showing responsibility towards the environment and health of others.  
• Demonstrate an understanding of the world as a set of related systems by recognising that problem-solving contexts do not exist in isolation.  
• Be culturally sensitive across a range of social contexts so that all actions and decisions made are acceptable to all stakeholders with broad cultural backgrounds.