Qualification details

BSB30215 - Certificate III in Customer Engagement (Release 3)

Summary

Releases:
ReleaseStatusRelease date
3 (this release)Current 27/Sep/2018
(View details for release 2) Replaced14/Jan/2016
(View details for release 1) Replaced25/Mar/2015

Usage recommendation:
Current
Mapping:
MappingNotesDate
Supersedes and is equivalent to BSB30211 - Certificate III in Customer ContactUpdated to meet Standards for Training Packages. 24/Mar/2015


Training packages that include this qualification

Units of competency

CodeSort Table listing Units of Competency by the Code columnTitleSort Table listing Units of Competency by the Title columnEssential
BSBCMM301 - Process customer complaintsProcess customer complaints Elective
BSBCUE203 - Conduct customer engagementConduct customer engagement Elective
BSBCUE204 - Collect dataCollect data Elective
BSBCUE301 - Use multiple information systemsUse multiple information systems Core
BSBCUE302 - Deploy customer service field staffDeploy customer service field staff Elective
BSBCUE303 - Conduct a telemarketing campaignConduct a telemarketing campaign Elective
BSBCUE304 - Provide sales solutions to customersProvide sales solutions to customers Elective
BSBCUE305 - Process credit applicationsProcess credit applications Elective
BSBCUE306 - Process complex accountsProcess complex accounts Elective
BSBCUE307 - Work effectively in customer engagementWork effectively in customer engagement Core
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Classifications

SchemeCodeClassification value
ANZSCO Identifier 541112 Call Or Contact Centre Operator 
ASCED Qualification/Course Field of Education Identifier 0805 Sales And Marketing 
Qualification/Course Level of Education Identifier 514 Certificate III 
Taxonomy - Industry Sector N/A Local Government Administration,Financial Services,Public Administration,Customer Service,Business Administration 
Taxonomy - Occupation N/A Information Services Officer,Telemarketer,Customer Service Officer,Information Officer,Senior Customer Service Representative,Call Centre Operator,Client Contact Officer (Customer Service) 

Classification history

SchemeCodeClassification valueStart dateEnd date
ANZSCO Identifier 541112 Call Or Contact Centre Operator 30/Jul/2015 
ASCED Qualification/Course Field of Education Identifier 0805 Sales And Marketing 30/Jul/2015 
Qualification/Course Level of Education Identifier 514 Certificate III 25/Mar/2015 
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Modification History

Release 

Comments 

Release 3

This qualification first released with BSB Business Services Training Package Version 3.0.

Version created to update codes and titles in unit list.

Release 2

This qualification first released with BSB Business Services Training Package Version 2.0.

Version created to update codes and titles in unit list.

Release 1

This qualification first released with BSB Business Services Training Package Version 1.0.

Qualification Description

This qualification reflects the role of individuals working in a range of complex customer service roles.

Duties at this level would include working with multiple communication channels, providing excellent customer service, adhering to key performance indicators, working in a team environment, providing support to a team, providing technical advice and capturing data.

Individuals would work under supervision, but may have some authority to delegate.

Licensing/Regulatory Information 

No licensing, legislative or certification requirements apply to this qualification at the time of publication.

Entry Requirements

Nil

Packaging Rules

Total number of units = 12  

4 core units  plus

8 elective units,  of which:

  • 2 units must be from Group A elective units below
  • 6 units may be from Group A or Group B elective units, or from qualifications at the same level or one higher in any endorsed Training Package or accredited course.

Elective units must be relevant to the work environment and the qualification, maintain the integrity of the AQF alignment and contribute to a valid, industry-supported vocational outcome.

Core Units 

BSBCUE301 Use multiple information systems

BSBCUE307 Work effectively in customer engagement

BSBCUE309 Develop product and service knowledge for customer engagement operation

BSBCUS301 Deliver and monitor a service to customers

Elective Units 

Group A 

BSBCUE203 Conduct customer engagement

BSBCUE204 Collect data

BSBCUE302 Deploy customer service field staff

BSBCUE303 Conduct a telemarketing campaign

BSBCUE304 Provide sales solutions to customers

BSBCUE305 Process credit applications

BSBCUE306 Process complex accounts

BSBCUE308 Conduct outbound customer engagement

BSBCUE403 Schedule customer engagement activity

BSBCMM301 Process customer complaints

BSBITU213 Use digital technologies to communicate remotely

BSBITU307 Develop keyboarding speed and accuracy

BSBLED301 Undertake e-learning

BSBWOR203 Work effectively with others

BSBWOR301 Organise personal work priorities and development

Group B 

BSBMGT401 Show leadership in the workplace

BSBMGT402 Implement operational plan

BSBMGT405 Provide personal leadership

BSBSLS407 Identify and plan sales prospects

BSBSLS408 Present, secure and support sales solutions

BSBSUS401 Implement and monitor environmentally sustainable work practices

BSBWHS201 Contribute to health and safety of self and others

BSBWHS302 Apply knowledge of WHS legislation in the workplace

BSBWOR201 Manage personal stress in the workplace

FNSSAM301 Identify opportunities for cross-selling products and services

ICTICT209 Interact with ICT clients

ICTSAS204 Record client support requirements

ICTSAS305 Provide ICT advice to clients

Qualification Mapping Information

Code and title 

current version 

Code and title 

previous version 

Comments 

Equivalence status 

BSB30215 Certificate III in Customer Engagement

Release 3

BSB30215 Certificate III in Customer Engagement

Release 2

Updates to codes and titles in the unit list

Equivalent qualification

Links

Companion Volume implementation guides are found in VETNet - https://vetnet.education.gov.au/Pages/TrainingDocs.aspx?q=11ef6853-ceed-4ba7-9d87-4da407e23c10

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