Certificate III in Customer Engagement
Countless jobs around Australia involve working with customers and ensuring a successful outcome. While there many ways to reach outcomes, there’s no better way to understand how to develop relationships with customers than by studying a Certificate III in Customer Engagement.
Interested in Customer Engagement?
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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.
Career Pathways & Industry Outlook
Students who undertake a Certificate III in Customer Engagement can work towards jobs as Customer Engagement operators, Customer Service Representatives, Sales Consultants and Team Leaders. Students have frequently been employed in industries such as; Accommodation and Food Services, Administrative and Support Services and Retail Trade. These sectors comprise some of the largest sectors within the Australian economy.
Employing over 350,000 Australians across the country, Accommodation and Food Services, Administrative Services and Retail are pinned as high growth areas of over the next five years.
Course Summary & Student Information
Course Code
BSB30215
Qualification
Certificate III in Customer Engagement
Nationally Recognised?
Yes
Study Load
2 days a week
12 weeks in total
Start Date
This program is available in various locations and dates. Please contact us for more information.
Units of Competency
| Unit Code | Unit Title |
|---|---|
| BSBCMM301 | Process customer complaints |
| BSBCUE203 | Conduct customer engagement |
| 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 customer |
| BSBWHS201 | Contribute to health and safety of self and others |
| BSBWOR201 | Manage personal stress in the workplace |
| BSBWOR203 | Work effectively with others |
| BSBWOR301 | Organise personal work priorities and development |
| FNSSAM301 | Identify opportunities for cross-selling products and services |
| SIRXCEG003 | Build customer relationships and loyalty |
Additional Information
“Please note during the COVID-19 Pandemic, Skill Hire has adjusted training and assessment to abide by the ongoing government requirements for social distancing. As such, many face to face classes have been adjusted to online zoom classes, along with one on one zoom support, phone support and limited face to face practical training sessions. For more information, please speak with a Skill Hire representative.”
How to Enrol
While the enrolment process can vary from student to student, accredited courses require the following to be completed or provided at time of enrolment: Skill Hire registration form, Language Literacy and Numeracy assessment, USI information and fees and charges agreed upon.
Entry Requirements
There are no entry requirements for this qualification, however you will be expected to be able to; access the online learning portal via an internet connection, access a customer service environment, access Microsoft Office, understand and communicate the English language and complete a pre-commencement assessment.
Recognition of Prior Learning
A Recognition of Prior Learning (RPL) Assessment tests your formal and in-formal learning to determine the extent to which you have achieved required learning outcomes, competency outcomes, or standards, for entry to this qualification. An RPL is available to all students by consulting our administrative staff.
Payment Options
While each student is different, some of our popular payment options include payment plans, direct debit payments, employer invoicing options and payment in full prior to commencement. In circumstances of financial hardship, at the discretion of Skill Hire, our RTO may completely waive fees for eligible candidates.
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