Certificate III in Customer Engagement (Release 5)



Certificate III

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Qualification Overview

Qualification Code:


Qualification Name:

Certificate III in Customer Engagement (Release 5)


Classroom – Study | Online | RPL | Credit Transfer

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Certificate III in Customer Engagement is a famous course with those aim at giving the best in client services. It furnishes you with the vital abilities to intervene in complex client connections under oversight with some power to delegate. You will consider components of client assistance which incorporates: getting and reacting to client demands, taking care of client objections, working in a group situation, offering help to a group, and catching key client information. You can achieve this qualification with the help of Study In Pty Ltd for an excellent experience.

How STUDYIN can help You?

STUDY IN can help you to find the right institution based on your requirements. We can help you to prepare your application for Enrolment – Admission – Credit Transfer – RPL – Upskills/Upgrade Book an online appointment to discuss further.

Why Study the BSB30215 Certificate III in Customer Engagement?

BSB30215 Certificate III in Customer Engagement is focused on the real world, relevant global contexts. Going through the program will give the required skills you can use immediately and encourages you to think diversely. This BSB30215 has become developed by industry specialists and endorsed by sector bodies and can be sure you have the practical knowledge to ‘hit the ground running’ in modest, medium or big organisations across the industry. Experience alone is no longer efficient; potential employers are looking for evidence of professional proficiency via a current formal qualification.
The Certificate III in Customer Engagement is focused on people who play out a scope of cutting edge client care capacities, generally acted in a group domain and under supervision with some position to assign. Undertakings may incorporate dealing with a scope of correspondence channels, offering amazing client care, sticking to scratch execution markers, offering specialized help and information capturing.
You should give a scope of proof to help your assessor to settle on a choice about your ability. The sorts of proof you might be approached to give can include:
  • Letter of Employment
  • Current employment contracts
  • Letters of reference
  • Videos or photos of your work.
  • Evidence of overseas qualifications.
  • Transcripts or assessments from related previous qualifications.
  • Apprenticeship papers
  • Résumé
  • ID
  • Payslips/work contract/ ABN if self-employed
  • Performance Review
  • WHS/OHS Policies and procedures
  • Internet/Technology Use Policy
  • Complaints and Appeals handling forms and procedures
  • Screenshots of Information Systems
  • Operational Plans
For a student, it is crucial to know the occupation he/she will eligible once finish a qualification successfully. If you complete this qualification, you will able to work with this role.
  • Customer Contact Agent
  • Customer Contact Operator
  • Customer Service Representative
  • Tele-Sales Representative

Total number of units = 12 

4 core units  plus

8 elective units,  of which:

  • 2 units must be from Group A elective units below
  • 6 units may be from Group A or Group B elective units, or from qualifications at the same level or one higher in any endorsed Training Package or accredited course.

Elective units must be relevant to the work environment and the qualification, maintain the integrity of the AQF alignment and contribute to a valid, industry-supported vocational outcome.

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

BSBITU213 Use digital technologies to communicate remotely

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

BSBWHS307 Apply knowledge of WHS laws in the workplace

BSBWOR201 Manage personal stress in the workplace

BSBXDB301 Respond to the service needs of customers and clients with disability

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

Qualification Mapping Information

Supersedes and is equivalent to BSB30211 Certificate III in Customer Contact

BSB30215 Certificate III in Customer Engagement Online Qualification Certificate in Geelong Australia - Study in Pty Ltd provide RPL Business Administration Online Qualification Courses in AU

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