Problem solving and communicating, this is the "name of the game" for customer care agents. Customer care agents provide customer service over the telephone for activities ranging from sales to technical troubleshooting. Agents access information provided to help customers with their concerns, negotiate customer issues, and generally provide effective service to customers. The customer care agent maintains a functional help desk environment; communicates clearly with clients, co-workers, and supervisors, demonstrates quality customer service skills, maintains required documentation, and shows a thorough knowledge of computer components and PC technology. The Customer care agent displays effective negotiating skills and the ability to handle pre-and post-sales service, as well as exhibits workplace professionalism, stress management, and knowledge of health and safety practices.

Customer care agents work in call centres, banks, computer hardware manufacturing, retail, consulting firms, government agencies, software development firms, and in private and public information technology departments.

Certification

Upon successfully completing the apprenticeship program including both the in-class and on-the-job training components, a person working in this trade is entitled to a Certificate of Apprenticeship.

Benchmark Apprenticeship Duration
2 to 3 years (4000 hours)

Educational Requirement
Grade 12 or equivalency

In-school Training:

(270 hours) Delivered Online
Northern College offers the 270 hours of in-school training through Blackboard online technology. This delivery model is intended to facilitate access to professional training for call centre employees across the province.

Apprentices will be able to register at any given time during the year, and can advance at a self-paced rate throughout the program.

Topics include:

• Health & Safety Practices
• Workplace Stress and Conflict Resolution
• Introduction to Computers
• Microcomputer Applications
• Desktop and Mobile Applications
• Quality Customer Service
• Communications
• Contact Centre Environment
• Time Management
• Professionalism in the Workplace
• Teamwork
• Mentoring & Coaching

For program information: