Certificate III in Customer Engagement - BSB30215

Type of institution: Registered Training Organisation
Level: Vocational Education and Training (VET)
CRICOS:

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.Individuals would work under supervision, but may have some authority to delegate.Licensing/Regulatory InformationNo licensing, legislative or certification requirements apply to this qualification at the time of publication.

Structure

4 core units plus 8 electives.

Subjects

• Conduct customer engagement
• Present, secure and support sales solutions
• Process credit applications
• Identify opportunities for cross-selling products and services
• Use multiple information systems
• Contribute to health and safety of self and others
• Record client support requirements
• Work effectively with others
• Collect data
• Develop product and service knowledge for customer engagement operation
• Communicate electronically
• Deploy customer service field staff
• Conduct a telemarketing campaign
• Provide ICT advice to clients
• Identify and plan sales prospects
• Provide sales solutions to customers
• Process complex accounts
• Interact with ICT clients
• Deliver and monitor a service to customers
• Show leadership in the workplace
• Organise personal work priorities and development
• Apply knowledge of WHS legislation in the workplace
• Implement and monitor environmentally sustainable work practices
• Undertake e-learning
• Work effectively in customer engagement
• Implement operational plan
• Provide personal leadership
• Process customer complaints
• Conduct outbound customer engagement
• Schedule customer engagement activity
• Develop keyboarding speed and accuracy
• Manage personal stress in the workplace

Study information

Graduate Certificate in Business Process Management

Queensland University of Technology (QUT)

Graduate Diploma in Banking and Finance Law

The University of Melbourne

Master of Business Administration / Master of Marketing

University of Newcastle

Master of Commerce (Advanced)

The Australian National University (ANU)

Graduate Certificate in Professional Accounting

Curtin University

Bachelor of Business

The University of Western Australia (UWA)