BSB30215 Certificate III in Customer Engagement
Do you like to help people with their needs?
Are you ready to improve your skills? Or maybe you’ve been thinking of a career change? Our BSB30215 Certificate III in Customer Engagement can help you to achieve your goals. This certificate will equip you with the practical skills and knowledge needed to work in a variety of customer roles. You’ll learn about responding to customer requests, adhering to key performance indicators, working in a team environment, and providing technical advice to customers.
The PPS Certificate III in Customer Engagement Programs are designed for customer-facing staff whose key function is to deliver exceptional service.
PPS will design a program that not only aligns with the desired training outcomes of the program but also take into consideration all internal training activities and current business practices. This program design phase is what sets PPS programs apart from other training organisations as it ensures PPS has an intimate knowledge of the business to allow exceptional contextualisation of the course content and enables the program to focus on real development opportunities.
PPS understands the challenges associated with having frontline staff off the floor for long periods of time and our unique blend of recognition processes, workshops, and the PPS College Cloud allow organisations to meet their training and development needs with minimal impact on productivity and operational priorities.
- Customer contact agent or operator
- Customer service representative
- Telesales representative
- Clerical and Administrative Worker
- Community and Personal Service Worker
Total number of units = 12
4 core units plus
8 elective units of which:
- 2 units must be from Group A elective units below
- the remaining 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, relevant Training Package or accredited course.
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
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 Communicate electronically
BSBITU307 Develop keyboarding speed and accuracy
BSBLED301 Undertake e-learning
BSBWOR203 Work effectively with others
BSBWOR301 Organise personal work priorities and development
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
BSBWHS302 Apply knowledge of WHS legislation 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
Participants may possess substantial experience in a range of settings but seek to further develop their skills across a wide range of business functions.
On the other hand, it may also apply to those with little or no vocational experience. For example, those who possess sound theoretical business skills and knowledge that they would like to develop in order to create further educational and employment opportunities.