BSB30215 Certificate III in Customer Engagement
Certificate III in Customer Engagement, 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.
Job roles
Job roles and titles vary across different industry sectors. Possible job titles relevant to this qualification include:
- Sales Consultant
- Customer Services Representative
- Contact Centre Team Leader
This qualification is also beneficial for any person who may:
- Have no formal qualifications
- Wish to review/update knowledge and practical experience
- Be seeking a new career
Entry Requirements
There are no entry requirements listed in the training package for this qualification. It is preferred that the students have obtained a minimum of a School Certificate or equivalent. Students are required to; be at least 16 years of age (students under 18 years of age will need a parent or guardian to approve their enrolment).
Pathways Information
Students may complete this course through two different pathways:
- Training & Assessment
- Recognition including credit Transfer through national recognition of qualifications issued by other institutions and recognition of Prior Learning
Successful completion of this qualification will enable the student to progress to BSB40312 Certificate IV in Customer
Contact.
The units of competence shown below have been selected by Gateway Training Academy based on the course purpose.
| Unit Code | Unit Title | Unit Type |
|---|---|---|
| BSBCUS301 | Deliver and monitor a service to customers | Core |
| BSBCUE301 | Use multiple information systems | Core |
| BSBCUE307 | Work effectively in customer engagement | Core |
| BSBCUE309 | Develop product and service knowledge for customer engagement operation | Core |
| BSBWOR301 | Organise personal work priorities and development | Elective |
| BSBWOR203 | Work effectively with others | Elective |
| BSBITU203 | Communicate electronically | Elective |
| BSBWHS302 | Apply knowledge of WHS legislation in the workplace | Elective |
| BSBCUE203 | Conduct customer engagement | Elective |
| BSBCUE204 | Collect data | Elective |
| BSBCMM301 | Process customer complaints | Elective |
| BSBMGT405 | Provide personal leadership | Elective |
The training program is undertaken over 6 months. The allocated total hours for this qualification is 552.
Please Contact Gateway Administration Officer for Course Cost Detail:
Phone: 1300881932
Email: info@gatewayacademy.edu.au
