Customer Contact (Business) Certificate III
National Qualification Code BSB30207
Description

This qualification reflects the role of skilled operators who apply a broad range of competencies in a varied work context, using some discretion and judgement and relevant theoretical knowledge. They may provide technical advice and support to a team.
Job Roles

Job roles and titles vary across different industry sectors. Possible job titles relevant to this qualification include:
• Call/Contact Centre Agent
• Customer Service Representative
• Senior Customer Service Representative
• Telesales Representative.
Total Units 12
Core Units Number 6
Core Units
BSBCCO301AUse multiple information systems
BSBCUS301ADeliver and monitor a service to customers
BSBOHS301BApply knowledge of OHS legislation in the workplace
BSBPRO401ADevelop product knowledge
BSBWOR203AWork effectively with others
BSBWOR301AOrganise personal work priorities and development
Elective Units Number 6
Elective Units
BSBCCO202AConduct data collection
BSBCCO302ADeploy customer service field staff
BSBCCO303AConduct a telemarketing campaign
BSBCCO304AProvide sales solutions to customers
BSBCCO305AProcess credit applications
BSBCCO306AProcess complex accounts, service severance and defaults
BSBCMM301AProcess customer complaints
BSBLED301AUndertake elearning
BSBMGT401AShow leadership in the workplace
BSBMGT402AImplement operational plan
BSBMGT405AProvide personal leadership
BSBPRO301ARecommend products and services
BSBSLS402AIdentify sales prospects
BSBSLS403APresent a sales solution
BSBSLS404ASecure prospect commitment
BSBSLS405ASupport postsale activities
BSBSLS406ASelfmanage sales performance
BSBWOR201AManage personal stress in the workplace
FNSICCUS301BRespond to customer enquiries
FNSICSAM301AIdentify opportunities for cross selling products and services
Prerequisites

There are no prerequisite requirements for individual units of competency.
Extra Information

Candidates may enter the qualification through a number of entry points demonstrating potential to undertake vocational education and training at Certificate III level, including:
• after achieving the BSB20207 Certificate II in Customer Contact or other relevant qualification/s
OR
• providing evidence of competency in the majority of units required for the BSB20207 Certificate II in Customer Contact or other relevant qualification/s
OR
• with some vocational experience assisting in a range of support roles without a formal business qualification.
Examples of indicative job roles for candidates seeking entry based upon their vocational experience include:
• Call/Contact Centre Agent
• Customer Service Representative
• Telesales Representative.
This breadth of expertise would equate to the competencies required to undertake this qualification.
Distance Delivery Locations All States
Campus Delivery Locations Brisbane, Gold Coast
Extra Course Information Duration 12 Months or Fast Track 4 - 6 Weeks
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