BSB30215 Certificate III in Customer Engagement


Course Code :: BSB30215

Course Description

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.

Delivery for this course is available in multiple modes.

Our preferred and most popular deliver mode:

Virtual Classroom: 3-hour classes every 3 weeks, with a trainer and other students. Requires logging into the virtual classroom platform.

Physical Classroom: weekly or fortnightly classes held in our offices.

 Traineeships: trainees will undertake either of the above options, in addition to 4 workplace visits within a 12 month period.

*In specific cases, other tailored options may be available.

Course Information
Who Should Attend?

Existing administrative staff, customer service staff and those wishing to upskill to provide quality customer service in their role.

Course Outcomes

Individuals with this qualification would be able to work in a broad range of office roles and may provide technical advice and support to a team. Possible qualification after successful completion is a Certificate IV in Business.

 

Entry Requirements

There are no entry requirements for this qualification, but participants are subjected to a pre-training review and Language, Literacy & Numeracy test to confirm suitability.

Employability Skills

There are no entry requirements for this qualification, but participants are subjected to a pre-training review and Language, Literacy & Numeracy test to confirm suitability.

Assesment

Assessment is ongoing during the program and includes undertaking workplace specific activities. The assessments consist of Q&A, project, practicals, and observations. This is completed partially within the classroom with an expectation of approximately additional 3 hours per week of self-paced study.

Core Units
  • BSBCUS301 – Deliver and Monitor a Service to Customers
  • BSBCUE301 – Use Multiple Information Systems
  • BSBCUE307 – Work Effectively in Customer Engagement
  • BSBCUE309 – Develop Product and Service Knowledge for Customer Engagement Oparation
Elective Units
  • BSBWHS302 – Apply Knowledge of WHS legislation in the Workplace
  • BSBWOR301 – Organise Personal Work Priorities and Development
  • BSBITU313 – Design and Produce Text Documents
  • BSBITU314 – Produce spreadsheets
  • BSBCMM301 – Process Customer Complaints
  • BSBCUE203 – Conduct Customer Engagement
  • BSBITU306 – Design and produce business documents
  • BSBFLM312 – Contribute to Team Effectiveness
Recognition of Prior Learning or Current Competencies (RPL/RCC)

RPL is available for each unit of competency based on relevant workplace experience, formal training or other expertise. Recognition will involve submission of evidence.

 

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