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.
The following occupations relate to this qualification.
Customer Service Representatives provide advice and assistance to clients, and collect and input client data. They respond to telephone, written or face-to-face enquiries; resolve complaints; and promote and sell goods and services. They may work for a variety of businesses, including utility companies, financial organisations, or directory assistance services.
Customer Service Officers deal with the relationship between a company and its clients. They ensure client needs are met, answer queries, and provide a point of contact within an organisation. They may manage a team of Customer Service Representatives. They resolve complaints and act as mediators in disputes, or direct complainants to the correct department.
Sales Agents carry out basic and administrative duties associated with the commercial relationships between vendors and buyers. They help to produce business plans, analyse trends and data, and ensure the vendor-buyer relationship is healthy and profitable.
Sales Assistants interact with customers, perform stock control and housekeeping duties, operate point of sale equipment and balance the register. They may work in retail or wholesale operations, or specialise in a specific industry such as clothing, footwear, bakery, news agency, electrical and white-goods, supermarkets, department stores, etc.
The BSB30215 Certificate III in Customer engagement course aims to provide participants with a wide range of customer focused skills along with general employability skills such as; communication, teamwork, planning and organising, problem solving and self management.
|Qualification Certificate III in Customer Engagement|
|National course code BSB30215|
|Accreditation Tactical Training Group|
|Recognition Nationally Recognised Certificate - meets AQF standards (What's this?)|
|Duration Self paced, minimum of 6 -12 months|
|Study mode On-site|
Total Units: 12
4 Core Units plus 8 Elective Units
This unit describes the skills and knowledge required to work in a manner that is healthy and safe in relation to self and others and to respond to emergency incidents. It covers following work health and safety (WHS) and emergency procedures and instructions, implementing WHS requirements and participating in WHS consultative processes.
It applies to individuals who require a basic knowledge of WHS to carry out work in a defined context under direct supervision or with some individual responsibility, in a range of industry and workplace contexts.
This unit describes the, skills and knowledge required to understand and comply with work health and safety (WHS) Acts, regulations and codes of practice in the workplace. This unit applies to individuals who contribute to actions to achieve compliance with WHS legislation as part of their WHS responsibilities, which are in addition to their main duties.
This unit describes the skills and knowledge required to work cooperatively with others and deal effectively with issues, problems and conflict. It applies to individuals who perform a range of routine tasks using a limited range of practical skills, and a fundamental knowledge of teamwork in a defined context under direct supervision or with limited individual responsibility.
This unit describes the skills and knowledge required to conduct customer engagement operations. It requires an understanding of organisational requirements, expectations, policies and procedures.
It applies to individuals who apply a broad range of competencies in a varied work context, using some discretion and judgement and relevant theoretical knowledge, and who may provide technical advice and support to a team. This work is undertaken with some supervision and guidance.
Core Unit | Code: BSBCUE307
This unit describes the skills and knowledge required to recognise and interact productively with diversity in the workplace. It covers sensitive responses to, and interactions with, all manner of diversity that might be encountered during the course of work.
It applies to individuals who work in a variety of contexts where they will be expected to interact with a diverse client and/or co-worker population. They may also provide some leadership and guidance to others and have some limited responsibility for the output of others.
This unit describes the skills and knowledge required to organise own work schedules, to monitor and obtain feedback on work performance and to maintain required levels of competence. This unit applies to individuals who exercise discretion and judgement and apply a broad range of competencies in various work contexts.
This unit describes the skills and knowledge required to manage appointments and diaries for personnel within an organisation, using manual and electronic diaries, schedules and other appointment systems. It applies to individuals employed in a range of work environments who provide administrative support to teams and individuals.
This unit describes skills and knowledge required to handle formal and informal negative feedback and complaints from customers. It applies to individuals who apply a broad range of competencies and may exercise discretion and judgement using appropriate knowledge of products, customer service systems and organisational policies to provide technical advice and support to a team.
This unit describes the skills and knowledge required to respond effectively to customer engagement while complying with requirements and using a variety of communication methods. It applies to individuals who perform a range of mainly routine tasks, using limited practical skills and fundamental operational knowledge and who work under some supervision and guidance.
This unit describes the skills and knowledge required to develop knowledge of products and services in preparation for customer engagement in an inbound or outbound customer engagement activity. It applies to individuals who apply a broad range of competencies in a varied work context, using some discretion and judgement and relevant theoretical knowledge, and who may provide technical advice and support to a team. This work is undertaken with some supervision and guidance.
Core Unit | Code: BSBCUE309
This unit describes the skills and knowledge required to identify customer needs, deliver and monitor customer service and identify improvements in the provision of customer service. It applies to individuals who apply a broad range of competencies in various work contexts. In this role, individuals often exercise discretion and judgement using appropriate theoretical knowledge of customer service to provide technical advice and support to customers over short or long term interactions.
Core Unit | Code: BSBCUS301
This unit describes the skills and knowledge required to use multiple information systems to research information and records, and to maintain up-to-date customer information. It applies to individuals who apply a broad range of competencies in a varied work context, using some discretion and judgement and relevant theoretical knowledge, and who may provide technical advice and support to a team.
Core Unit | Code: BSBCUE301
Who is this course for?
This qualification provides a pathway to work in an operational capacity as a frontline worker in a range of industry sectors.
What are the entry requirements?
There are no entry requirements for this qualification.
Can I get Recognition of Prior Learning? (RPL)
Yes, skills and qualifications you already have may count towards your qualification.
What are the pathways from the qualification?
After achieving BSB30215 Certificate III in Customer engagement, individuals could progress to BSB40315 Certificate IV in Customer engagement, or to Certificate IV qualifications in other service industry fields.
What are the outcomes?
This course is accredited under the Australian Quality Training Framework (AQTF), Australian Skills Quality Authority (ASQA).
Upon successful completion of this course, participants will receive a nationally recognised qualification, BSB30215 Certificate III in Customer engagement.
What are the course requirements?
What you'll need.
In order to successfully enrol in this course, you must have a level of proficiency in written English, allowing you to engage in the course materials and content and ensuring you can undertake the variety of assessments.
- Year 10 and a minimum of one year of vocational experience OR
- Completion of a government recognised Certificate II course or higher OR
- Relevant vocational experience
The following industries relate to this qualification.
This sector covers the provision of personal care services. For qualifications relating to this sector, use the headings Beauty, Floristry, Hairdressing, Funeral Services, Laundry and Dry Cleaning, Retail Services, Hospitality, or Tourism.
This sector covers the display and sale of new or used goods to consumers for personal or household consumption. For qualifications relating to specific aspects of retail, use the headings Community Pharmacy, Retail Management, or Wholesale Operations.
This sector covers the provision of services to customers before, during and after a purchase.
This sector covers the activities necessary for the effective operation of a business. For qualifications relating to this industry, use the headings Advertising and Marketing, Business Administration, Commerce, Customer Service, Financial Services, Industrial Relations, Legal Administration, or Small Business.
We offer subsidised training in the following highlighted states and territories
Your investment in skilling your staff through training may also bring with it a number of State and Australian Government financial incentives.
Financial incentives you may be eligible for include:
- Australian Government standard Commencement and Completion Incentives ranging from $750
to over $4,000
- Training award pay rates (if required)
- Exemption or rebates from payroll tax (where applicable)
- Exemption of apprentice’s wages from workers compensation premium calculations (NSW apprentices)
- Extra incentives to assist in the employment of under-represented groups such as
- Apprentices or trainees with a disability, mature age, school-based and Indigenous
- A number of extra incentives which are available for certain areas or qualifications
Note Incentives are dependent on meeting eligibility criteria.
Contact Allara Leaning on 1300 772 724 to discuss your eligibility for incentives.
Queensland subsidised training: Tactical Training Group - RTO 91054
|Certificate 3 Guarantee (Co-contribution fee)||$24.00||$12.00|
|Apprenticeships (First Year)||$350||$0|
|Apprenticeships (Each subsequent year)||$600||$0|
Recognition of prior learning (RPL)
Fees for RPL applications are calculated on a case by case basis and may be reduced due to credit transfer. The base price for RPL applications is:
- Certificate II to Certificate IV qualifications $1,500^
- Diploma to Advanced Diploma qualifications $2,000^