BSB30207 Certificate III in Customer Contact

Revision Number: 1

BSB30207 Certificate III in Customer Contact

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

EMPLOYABILITY SKILLS QUALIFICATION SUMMARY
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.
Employability skill	Industry or enterprise requirements for this qualification include:
Communication	listening and questioning to identify customer needs using appropriate tone and language writing customer notes, emails and faxes
Teamwork	referring matters to nominated personnel as required working as a member of a team and applying knowledge of one's own role to achieve team goals working with diverse persons and groups
Problem-solving	processing complex enquiries searching product and service information, using multiple sources of information to match customer requests using problem-solving approaches to identify customer needs and resolve customer complaints
Initiative and enterprise	contributing to suggestions for improvements to products, services and processes supporting operational plan and organisation's goals
Planning and organising	maintaining customer records managing and updating multiple information sources operating multiple enterprise systems
Self-management	managing own performance managing own time and work priorities managing personal stress
Learning	learning new ideas, skills and techniques seeking appropriate technical help with new computerised systems, products and services
Technology	using electronic communication devices and processes, such as internet, intranet, telephony equipment, software packages, enterprise systems and email to action customer contact using technology to assist the manipulation of information

Packaging Rules

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