Certificate III in Customer Contact

Customer Service departments and Contact Centres have become vital to a range of businesses and the expectations on professionals in this industry have never been higher.

About this Qualification

A Certificate III in Customer Contact offers a practical, hands-on approach to learning with an emphasis on solving real business problems interwoven with theory and case studies on customer service – ideal for those work are (or wish to work) in this field.

What you will Learn

You will learn a range of vital skills including; delivering and monitoring customer service, developing product knowledge, and working effectively with others.

Your Career

This Certificate offers a useful and practical qualification enabling you to become (or be more effective as):
• Call/Contact Centre Agent
• Customer Service Representative
• Senior Customer Service Representative
• Telesales Representative

Units of Competency

The Certificate III in Customer Contact requires 12 units of competency:

Core Units

BSBCCO301A Use multiple information systems
BSBCUS301A Deliver and monitor a service to customers
BSBOHS301B Apply knowledge of OHS legislation in the workplace
BSBPRO401A Develop product knowledge
BSBWOR203A Work effectively with others
BSBWOR301A Organise personal work priorities and development

Elective Units

BSBCCO202A Conduct data collection
BSBCCO302A Deploy customer service field staff
BSBCCO303A Conduct a telemarketing campaign
BSBCCO304A Provide sales solutions to customers
BSBCCO305A Process credit applications
BSBCCO306A Process complex accounts, service severance and defaults

Duration

6 to 12 months

Cost

$190* (Training delivered across Victoria with Victorian State & Commonwealth Government funding. People with disabilities encouraged to apply for training)

Pathways

Successful completion means you are eligible to enrol in BSB40307 Certificate IV in Customer Contact