Course overview
Customer Engagement
Overview
Certificate III in Business (Customer Engagement)
This qualification will provide you with the skills and knowledge to be effective in a range of complex customer service roles, including:
- Receiving and responding to customer requests
- Handling complaints
- Working with multiple communication channels
- Providing technical advice
- Capturing data working effectively in a team.
Course Duration and Delivery
The 12 month program is delivered in shorter, more manageable terms of learning.
This allows participants to focus on specific sections of the program at one time.
These terms also provide the perfect ‘check point’ over the duration of the program to monitor and support your progress.
Each term, you will enjoy an innovative 360 degree learning experience.
After a program orientation session, you will engage in online group workshops and tutorials, online activities, and have access to on-demand support as required.
Job Outcomes
- Administration Officer
- Client Services Officer
- Customer Support Staff
- Call Centre Operator
- Call Centre Sales Staff
Request a free demo
Ready to take the next step? Then book a free demo session with our team.
You will be able to see first-hand the type of learning activities and course materials you will enjoy as part of your course.
Course overview
- Innovative 360 degree learning experience
- 12 Month duration. Regular intakes throughout the year
- BSB30120 - Certificate III in Business (Customer Engagement)
Program Details
This is an entry-level course, and no previous skills or experience are necessary.
While there are no specific entry requirements, participants are required to take the language, literacy, and numeracy skills (LLN) assessment. It will help us understand how we can assist you in any areas where you may need help while studying with us.
Computer with access to the Internet and with the ability to conduct video interviews. Minimum specifications for your computer are:
- Microsoft Windows 7 or later or Mac OS X or above
- Microsoft Office
- Up-to-date internet browser
- You may also need access to a printer and the following applications
- Adobe Acrobat reader (free download)
- Adobe Flash player (free download)
Mobile video recording device i.e., a mobile phone that can record short video at a workplace with a supervisor
- 6 core units
- 7 elective units
| Code | Title | Status |
| BSBCRT311 | Apply critical thinking skills in a team environment | Core |
| BSBPEF201 | Support personal wellbeing in the workplace | Core |
| BSBSUS211 | Participate in sustainable work practices | Core |
| BSBTWK301 | Use inclusive work practices | Core |
| BSBWHS311 | Assist with maintaining workplace safety | Core |
| BSBXCM301 | Engage in workplace communication | Core |
| BSBTEC201 | Use business software applications | Elective |
| BSBTEC202 | Use digital technologies to communicate in a work environment | Elective |
| BSBPEF301 | Organise personal work priorities | Elective |
| BSBOPS304 | Deliver and monitor a service to customers | Elective |
| BSBOPS305 | Process customer complaints | Elective |
| SIRXCEG002 | Assist with customer difficulties | Elective |
| SIRXOSM003 | Use social media and online tools | Elective |
