Certificate III in Customer Contact
BSB30207

Certificate III in Customer Contact

The Certificate III in Customer Contact consolidates your existing customer contact skills and knowledge and further extends those begun during Certificate II in Customer Contact.

This qualification reflects the role of skilled operators who wish to use some discretion and judgement through key communication techniques in order to provide a greater service level to their customers.

The Certificate III in Customer Contact addresses cstomer needs, selling techniques and has an emphasis on call resolution skills which will provide an insight into customer contact. Additionally you will explore team dynamics and advanced leadership and communication skills throughout your course.

How Will You Benefit

The Certificate III in Customer Contact will focus upon:

  • Customer Service
  • Effective Teamwork
  • Roles and Requirements
  • Problem Solving Skills and Techniques
  • Maintenance of Customer Records
  • Basic Project Management
  • Time Management Skills
  • Basic Computer Skills and Business Communication Technology
  • Occupational Health and Safety
  • Communications in the Workplace

Click here for a full course summary or contact one of our course advisors on 1800 22 99 33

Career Prospects

Careers may vary across different industry sectors, however possible job roles on completion of the Certificate III in Customer Contact include call/contact centre agent, customer service representative, senior customer service representative, telesales representative, over-the-phone loans officer, help desk officer, or telephone researcher.

Course Materials Included

No Pre-requisites

Course Units to Complete

12 units - 6 core unit plus 6 elective units
Click here to download full course outline

CORE UNITS - compulsory

Code

Description

BSBCCO301A

Use multiple information systems

BSBCUS301A

Deliver and monitor a service to customers

BSBOHS301B

Apply knowledge of OHS legislation in the workplace

BSBPRO401A

Develop product knowledge

BSBWOR203A

Work effectively with others

BSBWOR301A

Organise personal work priorities and development

   

ELECTIVE UNITS

Code

Description

BSBCCO202A

Conduct data collection

BSBCCO302A

Deploy customer service field staff

BSBCCO303A

Conduct a telemarketing campaign

BSBCCO304A

Provide sales solutions to customers

BSBCCO305A

Process credit applications

BSBCCO306A

Process complex accounts, service severance and defaults

BSBCMM301A

Process customer complaints

BSBLED301A

Undertake elearning

BSBMGT401A

Show leadership in the workplace

BSBMGT402A

Implement operational plan

BSBPRO301A

Recommend products and services

FNSICCUS301B

Respond to customer enquiries

FNSICSAM301A

Identify opportunities for cross selling products and services

BSBFIA303A

Process accounts payable and receivable

BSBFIA304A

Maintain a general ledger

BSBITU302A

Create electronic presentations

BSBITU303A

Design and produce text documents

BSBITU304A

Produce spreadsheets

BSBCMM301A

Process customer complaints

BSBPRO301A

Recommend products and services

Delivery Methods

  • Classroom - Classes are set with calendar and also rolling intake
  • Workplace or School - Trainer delivers on site with client
  • Distance Learning - All workbooks sent to client
  • Blended Learning - Periodic Workshops and Distance Learning
  • RPL - Recognised Prior Learning click here for more information

For further customisation, or more information, please contact one of our course advisors on 1800 22 99 33.

Enrolment Form

Fill out your enrolment form Online or Download an Enrolment Pack.

Contact Information

For further information contact one of our course advisors on 1800 22 99 33, or click here.