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CERTIFICATE III IN CUSTOMER CONTACT (BSB30207)

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CERTIFICATE III IN CUSTOMER CONTACT (BSB30207)
 

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.
Note: the minimum age of enrolment for this course is 18 years of age.
 
12 units are required for the qualification (6 core units and 6 elective units):
6 core units are:
BSBCCO301A (CORE) USE MULTIPLE INFORMATION SYSTEMS
This unit describes the performance outcomes, skills and knowledge required to effectively use multiple information systems to research information and records, and to maintain up to date customer information.
  • Access a range of information systems.
  • Process customer information using multiple information systems.
  • Identify and rectify information system and processing errors.
 
BSBCUS301A (CORE) DELIVER AND MONITOR A SERVICE TO CUSTOMERS
This unit describes the performance outcomes, skills and knowledge required to identify customer needs and monitor service provided to customers.
  • Identify customer needs.
  • Deliver a service to customers.
  • Monitor and report on service delivery.
 
BSBOHS301B (CORE) APPLY KNOWLEDGE OF OH&S LEGISLATION IN THE WORKPLACE
This unit describes the performance outcomes, skills and knowledge required to apply understanding of the occupational health and safety (OHS) legal framework in the workplace. It includes determining relevant legislation and contributing to any actions to ensure compliance with OHS legislation, codes and standards is achieved.
  • Determine the legal framework of OHS in the workplace.
  • Apply knowledge of OHS legislation, policies and procedures in the workplace.
  • Maintain knowledge of OHS legislation, industry and organisational requirements.
 
BSBPRO401A (CORE) DEVELOP PRODUCT KNOWLEDGE
This unit describes the performance outcomes, skills and knowledge required to develop product knowledge in preparation for the sales process. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.
  • Acquire knowledge of products in a specified area.
  • Convert product knowledge into benefits.
  • Evaluate competitors' products.
 
BSBWOR203A (CORE) WORK EFFECTIVELY WITH OTHERS
This unit describes the performance outcomes, skills and knowledge required to work in a group environment promoting team commitment and cooperation, supporting team members and dealing effectively with issues, problems and conflict.
  • Develop effective workplace relationships.
  • Contribute to workgroup activities.
  • Deal effectively with issues, problems and conflict.
 
BSBWOR301A (CORE) ORGANISE PERSONAL WORK PRIORITIES AND DEVELOPMENT
This unit describes the performance outcomes, skills and knowledge required to organise own work schedules, to monitor and obtain feedback on work performance, and to maintain required levels of competence.
  • Organise and complete own work schedule.
  • Monitor own work performance.
  • Coordinate personal skill development and learning.
 
6 elective units are:
BSBCMM301A (ELECTIVE) PROCESS CUSTOMER COMPLAINTS
This unit describes the performance outcomes, skills and knowledge required to handle formal and informal negative feedback and complaints from customers.
  • Respond to complaints.
  • Refer complaints.
  • Exercise judgement to resolve customer service issues.
 
BSBSLS402A (ELECTIVE) IDENTIFY SALES PROSPECTS
This unit describes the performance outcomes, skills and knowledge required to identify of potential sales prospects through application of prospecting methods.
  • Employ prospecting methods.
  • Qualify prospects.
  • Manage prospect information.
 
BSBSLS403A (ELECTIVE) PRESENT A SALES SOLUTION
This unit describes the performance outcomes, skills and knowledge required to present a sales solution which responds to the specific buying needs of the client.
  • Prepare for presentation.
  • Present a sales solution.
  • Manage buyer resistance.
 
BSBSLS404A (ELECTIVE) SECURE PROSPECT COMMITMENT
This unit describes the performance outcomes, skills and knowledge required to use sales processes associated with securing prospect commitment to proceed with a sale. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.
  • Respond to buying signals.
  • Negotiate the sale.
  • Finalise the agreement.
 
BSBSLS405A (ELECTIVE) SUPPORT POST-SALE ACTIVITIES
This unit describes the performance outcomes, skills and knowledge required to attend to post sale activities that build and strengthen the partnership between a salesperson and the client, and enhance the prospect of future sales. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.
  • Process order.
  • Deliver support to agreed expectations.
  • Handle client feedback.
  • Strengthen client relationships.
  • Offer additional benefits to clients.
 
BSBSLS406A (ELECTIVE) SELF-MANAGE SALES PERFORMANCE
This unti describes the performance outcomes, skills and knowledge required to self manage sales performance through establishing an individualised sales plan, and through managing stress, time and sales related paperwork.
  • Establish an individualised sales plan.
  • Organise workload effectively.
  • Allocate time effectively.
  • Complete sales paperwork and reports.
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