Certificate III in Customer Engagement2017-09-21T17:25:26+00:00

Certificate III in Customer Engagement

Certificate III in Customer Engagement (BSB30215)

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.

This qualification is ideal for job seekers seeking a career as inbound call centre operators or roles within a Customer service environment such as:

  • retail
  • administration
  • Customer Service
  • Call Centres
  • Hospitality

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

Group A

BSBCUE203 Conduct customer engagement

BSBCUE204 Collect data

BSBCUE302 Deploy customer service field staff

BSBCUE303 Conduct a telemarketing campaign

BSBCUE304 Provide sales solutions to customers

BSBCUE305 Process credit applications

BSBCUE306 Process complex accounts

BSBCUE308 Conduct outbound customer engagement

BSBCUE403 Schedule customer engagement activity

BSBCMM301 Process customer complaints

BSBITU203 Communicate electronically

BSBITU307 Develop keyboarding speed and accuracy

BSBLED301 Undertake e-learning

BSBWOR203 Work effectively with others

BSBWOR301 Organise personal work priorities and development

Group B

BSBMGT401 Show leadership in the workplace

BSBMGT402 Implement operational plan

BSBMGT405 Provide personal leadership

BSBSLS407 Identify and plan sales prospects

BSBSLS408 Present, secure and support sales solutions

BSBSUS401 Implement and monitor environmentally sustainable work practices

BSBWHS201 Contribute to health and safety of self and others

BSBWHS302 Apply knowledge of WHS legislation in the workplace

BSBWOR201 Manage personal stress in the workplace

FNSSAM301 Identify opportunities for cross-selling products and services

ICTICT209 Interact with ICT clients

ICTSAS204 Record client support requirements

ICTSAS305 Provide ICT advice to clients