Certificate III in Customer Contact

Overview

Job roles and titles will vary across different industry sectors and include:

  • Customer Sales and/or Service Advisor,
  • Data Entry Operator,
  • General Clerk,
  • Payroll Officer,
  • Typist,
  • Word Processing Operator.

 

Certificate III in Customer Contact

Reflects the role of individuals who apply a broad range of skills in a varied work environment using some discretion, judgment and relevant theoretical knowledge. They may provide technical advice and support to a team.

Certificate III in Customer Contact BSB30107
Govt Funded**

Federal - Nominal term 12 months  

$4,000** if eligible

 Course cost $3,000
Diploma Delivery Flexible distance, correspondence and online Course Support Expert online and teacher support
Pre-requisites None Preferred* Vocational experince, Certificate II in Customer Contact
Enrolment Are you Eligible for funding  Resources Required Phone, internet, email
Consultant

Contact

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Some of the skills gained from this Certificate IV in Customer Contact will include organisational leadership, quality management, safety management, Coordinate implementation of customer service strategies, human resource management, Coordinate implementation of customer service strategies, project management and much more.

 
Total number of units = 13
7 core units plus
  • The 6 elective units may be selected from the list below, or from this or any other nationally endorsed Training Package.
  • Where elective units are being chosen from other Training Package qualifications, up to 2 of the 6 elective units may be selected from Certificate III or Diploma qualifications. The remaining 4 elective units must be chosen from equivalent level qualifications.

Core Units

Contact Centre Operations

BSBCCO402A Gather, collate and record information

Customer Service

BSBCUS401A Coordinate implementation of customer service strategies

Learning and Development

BSBLED401A Develop teams and individuals

Management

BSBMGT403A Implement continuous improvement
BSBMGT405A Provide personal leadership

Occupational Health and Safety

BSBOHS407A Monitor a safe workplace

Imported Units

FNSICORG515A Provide mentoring and coaching within the workplace

Elective Units

Compliance

BSBCOM401B Organise and monitor the operation of compliance management system
BSBCOM402B Implement processes for the management of a breach in compliance requirements
BSBCOM403B Provide education and training on compliance requirements and systems
BSBCOM404B Promote and liaise on compliance requirements, systems and related issues

Contact Centre Operations

BSBCCO401A Administer customer contact telecommunications technology Customer Service
BSBCUS401A Coordinate implementation of customer service strategies

Human Resource Management

BSBHRM402A Recruit, select and induct staff

Information Management

BSBINM401A Implement workplace information system

Innovation

BSBINN301A Promote innovation in a team environment

Management

BSBMGT401A Show leadership in the workplace
BSBMGT402A Implement operational plan

Project Management

BSBPMG404A Apply quality management techniques
BSBPMG407A Apply risk management techniques
BSBPMG510A Manage projects

Sales

BSBSLS501A Develop a sales plan
BSBSLS502A Lead and manage a sales team

Workplace Effectiveness

BSBWOR401A Establish effective workplace relationships
BSBWOR403A Manage stress in the workplace

Imported Units

CHCINF5B Meet statutory and organisational information requirements
CHCPOL3A Undertake research activities
PSPPM402B Manage simple projects
THHGCS06B Plan and implement sales activities
THHGLE05B Roster staff
Last Updated: May 23, 2011

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