BSB30211 Certificate Iii In Customer Engagement

Student Eligibility Criteria

This Course is subsidised under the 2016-2018 Queensland VET Investment Plan administered by the Department of Education and Training.

To be eligible for the Certificate 3 Guarantee a person must:

  • be aged 15 years or above, and no longer at school (with the exception of VET in School (VETiS) students
  • permanently reside in Queensland
  • be an Australian citizen, Australian permanent resident (includes humanitarian entrant), temporary resident with the necessary visa and work permits on the pathway to permanent residency, or a New Zealand citizen
  • not hold, and not be enrolled in, a certificate III or higher level qualification, not including qualifications completed at school and foundation skills training.

For more information please read the Student Fact Sheet

This qualification reflects the role of individuals who typically undertake complex customer interaction under supervision and with some authority to delegate. Duties at this level would include working with multiple communication channels, receiving and responding to customer requests, handling customer complaints, adhering to key performance indicators, working in a team environment, providing support to a team, providing technical advice and capturing data.

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Core Units

Unit Code Unit Name
BSBCCO301B Use multiple information systems
BSBCCO307A Work effectively in customer contact
BSBCCO309A Develop product and service knowledge for customer contact operation
BSBCUS301B Deliver and monitor a service to customers

Elective Units

BSBCCO203A Conduct customer contact
BSBCCO204A Collect data
BSBCCO302B Deploy customer service field staff
BSBCCO303B Conduct a telemarketing campaign
BSBCCO304C Provide sales solutions to customers
BSBCMM301B Process customer complaints
BSBWOR203B Work effectively with others
BSBWOR301B Organise personal work priorities and development

Please contact Admin Staff for more information at 1300 467 487.

QUALIFICATION CODE AND NAME NON – CONCESSIONAL STUDENT CONCESSIONAL STUDENT
BSB30215    

CERTIFICATE III IN CUSTOMER ENGAGEMENT

$ 4.00 PER UNIT

$ 48.00 TOTAL

$ 2.00 PER UNIT

$ 24.00 TOTAL

Certificate Iii In Customer Engagement

Certificate Iii In Customer Engagement

BSB30211