About This Course

This basic-level Critical Core Skills course provides learners with practical skills to use social media as an effective channel for engaging and retaining customers. Participants will learn how to communicate professionally across digital platforms, respond appropriately to customer interactions, and apply cyber security and data protection practices. The course also introduces structured approaches to planning social media engagement and using basic digital and AI-enabled tools to support decision-making and improve efficiency. Designed for basic to intermediate learners, this course is relevant for individuals supporting customer engagement, marketing, or service roles, and equips them with essential competencies to enhance customer experience in today’s digital business environment.

What you will learn

At the end of the course, learners will be able to:

Interpret key social media terminologies and communication channels to engage customers effectively across digital platforms such as Facebook, Instagram, and messaging applications.

Apply appropriate digital etiquette and communication techniques when responding to customer queries, feedback, and interactions on social media to support positive customer experience.

Follow organisational cyber security policies and practices to identify potential risks and ensure safe communication when interacting with customers online.

Use structured approaches to plan and deliver social media interactions, including setting clear objectives, identifying target audiences, and selecting suitable platforms to support customer acquisition and retention.

Communicate effectively with relevant stakeholders using social media platforms to address service lapses and maintain customer satisfaction and trust.

Maintain customer data privacy and confidentiality by applying proper data protection practices when handling customer information on social media platforms.

Leverage basic digital and AI-enabled tools (e.g. analytics dashboards, content support tools) to support decision-making, enhance communication efficiency, and improve engagement outcomes.

Job Roles

Customer Service Officers, Customer Service Associates, Social Media Assistants, Social Media Executives, Marketing Support Staff, Content Creators, Sales Support Executives, Communications Assistants, Frontline Service Staff, Community Managers, Client Relations Officers, Entry-Level Team Leaders, Entry-Level Supervisors, Retail Associates, Hospitality Service Staff.

Hands-on Training

You will produce 2 Work-Related Projects which you can use immediately at your workplace:

• Simple Customer Insights Report
• A What-do-do List

Course Details

Eligible Grant

SkillsFuture Credit
up to 70% WSQ funding
SSG Training Grant
UTAP Eligible
PSEA Eligible

Who Should Attend

Customer Service Representatives, Social Media Managers, Digital Marketing Assistants, Online Community Managers, Sales Associates, Brand Ambassadors, Content Creators, Customer Support Agents, Marketing Coordinators, and E-commerce Assistants

Course Duration

14 hrs

Mode of Delivery

In-person Classroom

Accessibility

Our location is wheelchair accessible

Course Reference Number

TGS-2023035772

Funding Validity Period

12 July 2023 to 30 Sep 2027

Why train with SSA Academy

One of the appointed training providers by SkillsFuture Singapore (SSG) for Critical Core Skills (CCS) framework
Over 40 years of experience in workplace skills training
Over 15 years of working closely with SSG
Extensive pool of trainers with wealth of experience
Customisation of course content to suit organisational needs*
Won numerous awards for Operational Excellence and Overall Business Performance

*Terms and conditions apply

Course Fee

SELF-SPONSORED		SMEs	NON-SMEs		Full Course fee (Before GST)	Full Course fee (Include GST)
Singaporeans 21-39 yrs old Permanent Residents ≥ 21 yrs old & LTVP+	Singaporeans ≥ 40 yrs old	Singaporeans Permanent Residents ≥ 21 yrs old & LTVP+	Singaporeans 21-39 yrs old Permanent Residents ≥ 21 yrs old & LTVP+	Singaporeans ≥ 40 yrs old
Course Fee Funding 50%	Course Fee Funding 70%	Course Fee Funding 70%	Course Fee Funding 50%	Course Fee Funding 70%
$265.50	$175.50	$175.50	$265.50	$175.50	$450	$490.50