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BSB30215 - Certificate III in Customer Engagement

Course Summary:

This qualification reflects the role of individuals working in a range of complex customer service roles. Duties at this level would include working with multiple communication channels, providing excellent customer service, adhering to key performance indicators, working in a team environment, providing support to a team, providing technical advice and capturing data. Individuals would work under supervision, but may have some authority to delegate.

Career Outcomes:

  • Customer Contact Operators
  • Customer Services Representatives
  • Reception Operators
  • Telesales Operators

Duration:             

 

Class Delivery

Traineeship/Apprenticeship

 

Part time

Full time

Part time

Full time

Duration

NA

NA

NA

12 months

Delivery Method:            

  • Workplace / Flexible Delivery

How to Apply:                     

  • By phone:
    • Skillinvest Metro – 1300 135 008
    • Skillinvest Regional – 1300 308 620

Entry Requirements:

  • There are no prerequisites for this qualification

Fees and Charges:

  • Refer to the Fees & Charges link on the Skillinvest website (www.skillinvest.com.au)

Qualification Requirements:

  • To meet the packaging rules and attain the qualification, a total of 12 units must be completed, when selecting units:
    • 4 core units
    • 8 elective units
  • The nominal hours for the units selected must total between 494 and 520 hours.

Core Units:

  • BSBCUE301 - Use Multiple Information Systems
  • BSBCUE307 - Work Effectively in Customer Engagement
  • BSBCUE309 - Develop Product and Service Knowledge for Customer Engagement Operation
  • BSBCUS301 - Deliver and Monitor a Service to Customers

Elective Units:

  • BABCMM301 - Process Customer Complaints
  • BSBWOR203 - Work Effectively with Others
  • BSBWOR301 - Organise Personal Work Priorities and Development
  • BSBMGT401 - Show Leadership in the Workplace
  • BSBSUS401 - Implement and Monitor Environmentally Sustainable Work Practices
  • BSBWHS302 - Apply Knowledge of WHS Legislation in the Workplace
  • BSBDIV301A - Work Effectively with Diversity
  • BSBCUS402 - Address Customer Needs