BSB30120
Certificate III
in Business (Customer Engagement)
Our Certificate III in Business (Customer Engagement) qualification reflects the roles 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.
CAREER PROSPECTS
Successful completion of the BSB30120 – Certificate III in Business (Customer Engagement) course, may lead to employment opportunities, such as: Customer Service Representative; Customer Engagement Operator; or Sales Consultant.
Please note: This course provides skills and knowledge to the industry standard, but does not guarantee a job.
ASSESSMENT
We use a range of assessment methods for this qualification, including:
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Short answers;
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Projects;
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Activities; and
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Workplace Observation or Observation in a Simulated Workplace.
ENTRY REQUIREMENTS
There are no formal entry requirements for this course. However, prior to
enrolment students are required to provide their Unique Student
Identifier and photo identification. Prospective students may be required to complete a language, literacy and numeracy assessment.
DURATION AND MODE
Duration:
This qualification can be completed in twelve months. The volume of learning offered by Aurora Training and Professional Services may vary per student depending on their existing skills and knowledge. More experienced students are likely to complete the course in a shorter period of time. The duration may vary depending on Credit Transfer [CT] or Recognition of Prior Learning [RPL]. Students can apply for CT or RPL at the time of enrolment
Delivery:
Delivery of training may take differing forms, including Face-to-Face, Online, Work-based, Blended and Traineeships, dependent on the requirements of the Client or the needs of the cohort.
Units of Competency
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BSBCRT311 - Apply critical thinking skills in a team environment (C)
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BSBOPS305 - Process customer complaints (E)
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BSBPEF201 - Support personal wellbeing in the workplace (C)
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BSBPUR301 - Purchase goods and services (E)
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BSBSUS211 - Participate in sustainable work practices (C)
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BSBTEC201 - Use business software applications (E)
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BSBTEC404 - Use digital technologies to collaborate in a work environment (E)
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BSBTWK301 Use inclusive work practices (C)
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BSBWHS311 Assist with maintaining workplace safety (C)
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BSBXCM301 Engage in workplace communication (C)
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SIRXCEG002 Assist with customer difficulties (E)
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SIRXMKT001 Support marketing and promotional activities (E)
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SIRXPDK001 Advise on products and services (E)
(C) – Core unit; (E) – Elective unit
This qualification consist of 13 units of competence, as shown below. Please call Aurora Training and Professional Services for enquiries about customisation and contextualisation.
