Modification History
Not applicable.
Description
Descriptor
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 or contact centre agent
- customer service representative
- senior customer service representative
- telesales representative.
Pathways Information
Qualification pathways
Entry requirements
There are no entry requirements for this qualification.
Pathways into the qualification
Candidates may enter the qualification through a number of entry points, including:
- BSB20207 Certificate II in Customer Contact or other relevant qualification
or
- with vocational experience assisting in a range of support roles without a formal business qualification.
Pathways from the qualification
- BSB40307 Certificate IV in Customer Contact
Licensing/Regulatory Information
Licensing , legislative , regulatory or certification considerations
There is no direct link between this qualification and licensing, legislative or regulatory requirements. However, where required, a unit of competency will specify relevant licensing, legislative or regulatory requirements that impact on the unit.
Entry Requirements
Not applicable.
Employability Skills Summary
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EMPLOYABILITY SKILLS QUALIFICATION SUMMARY |
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BSB30207 Certificate III in Customer Contact The following table contains a summary of the employability skills required by industry for this qualification. The employability skills facets described here are broad industry requirements that may vary depending on qualification packaging options. |
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Employability skill |
Industry or enterprise requirements for this qualification include : |
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Communication |
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Teamwork |
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Problem-solving |
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Initiative and enterprise |
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Planning and organising |
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Self-management |
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Learning |
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Technology |
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Packaging Rules
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Packaging Rules Total number of units = 12 6 core units plus 6 elective units 6 elective units may be selected from the elective units listed below, from this Training Package or from any current accredited course or endorsed Training Package at the same qualification level. Where elective units are selected from this Training Package or other accredited courses or Training Package qualifications, up to 2 of the 6 elective units may be selected from a Certificate II or Certificate IV qualification. Elective units must be relevant to the work outcome, local industry requirements and the qualification level. 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 Contact centre operations BSBCCO202A Conduct data collection BSBCCO302A Deploy customer service field staff BSBCCO303A Conduct a telemarketing campaign BSBCCO304B Provide sales solutions to customers BSBCCO305A Process credit applications BSBCCO306A Process complex accounts Interpersonal communication BSBCMM301A Process customer complaints Learning and development BSBLED301A Undertake e-learning Management BSBMGT401A Show leadership in the workplace BSBMGT402A Implement operational plan BSBMGT405A Provide personal leadership Product skills and advice BSBPRO301A Recommend products and services Sales BSBSLS407A Identify and plan sales prospects BSBSLS408A Present, secure and support sales solutions Sustainability BSBSUS301A Implement and monitor environmentally sustainable work practices Workplace effectiveness BSBWOR201A Manage personal stress in the workplace Imported units FNSICCUS301B Respond to customer enquiries FNSICSAM301B Identify opportunities for cross selling products and services |
