This is a Nationally Recognised Training course

Course Description

The Certificate III in Customer Engagement is a nationally recognised qualification and is ideal for those working in a wide variety of businesses who are seeking to upgrade their skill set in a customer service and service delivery capacity.

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.

 

PACKAGING RULES

The requirements for achievement of the Certificate III in in Customer Engagement are 12 units which consist of:

  • Completion of all (4) core units of competency listed below, and
  • (2) units must be from Group A elective units
  • (6) units may be selected from the GROUP A or GROUP B elective units listed below, or from qualifications at the same level or one higher in any endorsed Training Package or accredited course. 

Elective units must be relevant to the work environment and the qualification, maintain the integrity of the AQF alignment and contribute to a valid, industry-supported vocational outcome.
The hours displayed are nominal, actual delivery hours delivered may differ depending on delivery mode.

Unit Code

Unit Name

Core/Elective

Nominal Hours

BSBCUE301

Use multiple information systems

Core

40

BSBCUE307

Work effectively in customer engagement

Core

30

BSBCUE309

Develop product and service knowledge for customer engagement operation

Core

30

BSBCUS301

Deliver and monitor a service to customers

Core

35

Group A Units

BSBCUE203

Conduct customer engagement

Elective

100

BSBCUE204

Collect data

Elective

40

BSBCUE302

Deploy customer service field staff

Elective

30

BSBCUE303

Conduct a telemarketing campaign

Elective

40

BSBCUE304

Provide sales solutions to customers

Elective

40

BSBCUE305

Process credit applications

Elective

40

BSBCUE306

Process complex accounts

Elective

40

BSBCUE308

Conduct outbound customer engagement

Elective

40

BSBCUE403

Schedule customer engagement activity

Elective

35

BSBCMM301

Process customer complaints

Elective

30

BSBITU203

Communicate electronically

Elective

20

BSBITU307

Develop keyboarding speed and accuracy

Elective

50

BSBLED301

Undertake e-learning

Elective

30

BSBWOR203

Work effectively with others

Elective

15

BSBWOR301

Organise personal work priorities and development

Elective

30

Group B Units

BSBMGT401

Show leadership in the workplace

Elective

50

BSBMGT402

Implement operational plan

Elective

40

BSBMGT405

Provide personal leadership

Elective

50

BSBSLS407

Identify and plan sales prospects

Elective

60

BSBSLS408

Present, secure and support sales solutions

Elective

60

BSBSUS401

Implement and monitor environmentally sustainable work practices

Elective

40

BSBWHS201

Contribute to health and safety of self and others

Elective

20

BSBWHS302

Apply knowledge of WHS legislation in the workplace

Elective

20

BSBWOR201

Manage personal stress in the workplace

Elective

40

 

The Certificate III in Customer Engagement can typically be completed in 12 - 24 months. This may vary if you have applied for Credit Transfers or Recognition of Prior Learning.

Mode of Delivery

Delivery will mainly be :

  • Face to face: class room
  • On-the-job: technical experts/workplace supervisor/trainer
  • Blended: this approach is offered for those who cannot attend scheduled face to face session/s

Types of Assessments

Formative
Oral questioning, workbook activities, practical tasks

Summative
Observation and or demonstration of performance, simulation, third party report, projects.

There will be other methods of assessment depending on the type of delivery and specific workplace focus or job role.

Course fees are made up oftwo components; tuition and materials fees.Due to the different level of Government subsidies available to students,there are three possible fee levels for tuition fees; concession, standard and full fee. Only one will beapplicable to you.

Please visit our Fees & Charges page for more information. Government funding and assistance varies between states, and we recommend that you contact AiGTS in order to consult on the appropriate funding that suits your personal requirements.

Full fee-paying students - Fees can be made by paying an initial payment of $1000 and remaining amountsvia 3 instalments in accordance with the Service Level Agreement.

FFS - $4,300.00

Full fees are applicable to students who do not meet State or Commonwealth funding eligibility criteria.

Entry Requirements

There are no entry requirements for this qualification.  It does require the applicant to have sound communication and interpersonal skills, the capacity to read and interpret written instructions and the ability to analysis and write reports in context to the job role.

All applicants will need to undertake a Pre Training Review and Language, literacy and numeracy assessment.

Pre Training Review

All applicants are required to complete a mandatory pre-training review which is completed prior to enrolment to ensure applicants meet the requirements to undertake the qualification.

Language, literacy and numeracy

All applicants are required to complete a Language, literacy and numeracy assessment prior to enrolling.  This qualification requires sound communication and interpersonal skills, the capacity to read and interpret written instructions and the ability to analyse and write reports in context to the job role.

Study Pathways

Pathway into the qualification - This qualification is suitable for either direct entry, recognition of prior learning/work experience or progression from the BSB20215 Certificate II Customer Engagement or other relevant Certificate II qualifications.
Pathway from the qualification - Further training pathways available to learners who undertake this qualification include but not limited to: BSB40315 Certificate IV in Customer Engagement.

Employment Pathways

The following list of employment pathways are examples of career goals and opportunities available for those who complete this AQF qualification:

  • Customer Contact Agent/Operator
  • Customer Service Representative
  • Telesales Representative
  • Sales Consultant

Recognition of Prior Learning (RPL)
RPL in simple terms involves the assessment of previously unrecognised skills and knowledge that an individual has achieved outside formal education and training system.  Find out more about RPL.

Student Support
The following learning support will be available to learners:

  • LL&N referral to an organisation which is equipped to provide such support
  • Reasonable adjustment and additional support provided in the event it is found that a student is having major difficulties in completing the qualification
  • Face to face, email and telephone support, in the event a student/client has requested such support or it is deemed they need this support to complete the qualification
  • Mentoring in the workplace or by the Trainer/Assessor
  • Counselling services (to be organised in consultation with the employer and when required by the student).
Application for entry to this course is available at any time. Please contact AiGTS on 1300 134 756 in order to discuss options for commencement. You can also submit your expression of interest online.