BSB30207 Certificate III in Customer Contact

Qualification: Certificate III (AQF)
Training Package: BSB07 - Business Services
TAFE NSW Course No: 17862

This course is for people who want to perform the role of a skilled operator and to apply a broad range of competencies in a varied work context, using some discretion and judgement and relevant theoretical knowledge. You may provide technical advice and support to a team. You will gain skills in using basic computer technology, using electronic communication devices, providing product service information, maintaining customer records, providing quality customer service, dealing with customer contact sales, data collection, and promoting products and services. Job roles and titles vary across different industry sectors but you may be employed as an: - dministration officer - assistant records clerk - assistant registry officer.

Career Opportunities: Call/contact centre agent, customer service representative, senior customer service representative, telesales representative, over-the-phone loans officer, help desk officer, or telephone researcher.

Articulation: When you finish this course you may apply for credit, equivalence or advanced standing in the Certificate IV in Customer Contact.

Entry Requirements: 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
- providing evidence of competency in the majority of units required for the BSB20207 Certificate II in Customer Contact or other relevant qualification/s
- with some vocational experience assisting in a range of support roles without a formal business qualification.

Modules/Units
Core:
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:
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
BSBCMM301A	Process customer complaints
BSBLED301A	Undertake elearning
BSBMGT401A	Show leadership in the workplace
BSBMGT402A	Implement operational plan
BSBPRO301A	Recommend products and services
FNSICCUS301B	Respond to customer enquiries
FNSICSAM301A	Identify opportunities for cross selling products and services
17862A	Technical tutorial support

Applying and enrolling:

Semester 2, 2008:

Campuses:

Coffs Harbour - This course will be offered on a commercial basis. Contact Carolyn Fletcher on (02) 6648 2421 for details
or
For students eligible for the Productivity Places Program - contact your Employment Services Provider to check your eligibility or ring 131601.
Part-time evening, Tuesdays, 5.30 pm - 9.30 pm.
Information sheet, Coffs Harbour Campus, Semester 2 2008 (PDF 197KB)

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Semester 1, 2009: North Coast Institute Application form by 31 October, 2008. Late applications will be accepted.

Campuses:

Coffs Harbour - Part-time evening for 18 weeks, Tuesdays, 6.00 pm - 9.00 pm.
Information and enrolment session Thursday 30 October 2009, 6.00 pm, Room C1.2 or Tuesdays 11 November 2008, 6.00 pm, Room C1.2.
Information sheet, Coffs Harbour Campus, Semester 1 2009 (PDF 425KB)
or
For students eligible for the Productivity Places Program - contact your Employment Services Provider to check your eligibility or ring 131601.