Customer and CRM Operations
Customer service, CRM, sales pipelines and customer administration. Learn in NIBS Campus, do real tasks in the NIBS Workplace Lab, and have each competency recorded by NIBS.
- Duration
- 10 to 12 weeks, 8 to 10 hours a week
- Mode
- Online, at an e-Learning Cafe, or at Katlehong Computer School
- Credential
- Professional Certificate
- Level
- Role Pathway
- Access
- Included in NIBS Plus
- Start
- Start any time
Role Pathway learning is included in NIBS Plus. Assessment for a NIBS credential may carry a separate fee, confirmed before you pay. NIBS credentials are institutional awards; no accreditation is claimed for this pathway.
What is this programme?
Customer service, CRM systems, sales pipelines and the administration behind them.
You work inside a simulated South African business, handling the same tasks a new employee would in their first ninety days. Knowledge is taught because the task in front of you needs it, not as a subject to memorise.
Who is it for?
Learners who want customer-facing operations, sales support or service desk roles.
What will I be able to do?
What you will be able to do
- Work confidently inside a live CRM: contacts, companies, deals and tickets
- Capture, qualify and progress enquiries without losing them
- Handle customer complaints and escalate the ones that need a human decision
- Keep customer data accurate, deduplicated and lawfully processed
- Report on pipeline and service performance to a manager
What will I actually do?
Every Role Pathway is structured like a real first three months at work, with guidance reducing as your capability grows.
- Weeks 1 to 4, Learn the role: the Digital Workplace Foundation, orientation and guided tasks with high support.
- Weeks 5 to 8, Do the work: real workplace tasks in the Workplace Lab with less guidance.
- Weeks 9 to 12, Operate independently: complex tasks, exceptions and escalations on your own, then your capstone and portfolio.
How long does it take?
Eight to twelve weeks at 8 to 10 hours a week, part time, at your own pace. Start any time.
How will I study?
Online through NIBS Campus, at a NIBS e-Learning Cafe with computers and a facilitator, or at Katlehong Computer School. Workplace Lab tasks are completed from any of them. Every learner gets the same facilitation, task feedback and portfolio support.
Where does the work happen?
Learning happens in NIBS Campus. The NIBS Workplace Lab is where you do the work: tasks are assigned there, you submit your evidence there, and a facilitator reviews it there. Each result is recorded by NIBS on your Skills Passport.
The pathway moves through the three stages:
-
Learn
Orientation and preparation
Days 1 to 30: orientation and guided tasks with high support.
In NIBS Campus
-
Do
Guided practice
Days 31 to 60: real workplace tasks with less guidance.
In the Workplace Lab
-
Operate
Less-guided workplace simulation
Days 61 to 90: complex tasks, exceptions and escalations on your own.
In the Workplace Lab
What evidence will I produce?
Your evidence is the actual work you did. Over the pathway you build a portfolio of the documents, exports, reports and records an employer can open and read. Assessment is competency based: you are judged on whether you can perform the task to a workplace standard, not ranked against other learners. Not yet competent is a step, not a verdict; you revise and resubmit.
Every submission moves through the same states:
- Assigned
- In progress
- Submitted
- Under review
- Competent
- Resubmission required
- Closed
What credential do I receive?
Complete the pathway and its assessed Workplace Lab tasks and NIBS issues a Professional Certificate for it, alongside the portfolio you produced. NIBS credentials are institutional awards issued by NIBS and can be verified online. No accreditation, CPD approval or professional-body recognition is claimed for this pathway; where a relevant professional body exists it is shown on the role page with its status.
Where can this lead?
Roles this pathway prepares you for:
- Customer Service Administrator
- CRM Administrator
- Sales Support Administrator
- Client Liaison Assistant
From here you can add another Role Pathway, explore professional recognition in your field, or apply for a formal occupational qualification where one is offered.
Careers this is part of:
Skill topics this teaches:
What does it cost?
Role Pathway learning and Workplace Lab practice are included in NIBS Plus. Assessment of your portfolio for a NIBS credential may carry a separate fee, confirmed before you pay. Organisations can sponsor places; see NIBS for Organisations.
How do I start?
- Join NIBS Campus freeOne short form. Explore the role and start the free courses.
- Add NIBS PlusMonthly or prepaid. The pathway, its Workplace Lab and the whole skills catalogue open.
- Start with LearnThe Digital Workplace Foundation, then your first guided task.