BSB30120

Certificate III in Business (Customer Engagement)

Enhance your organisational and administrative skills to become a highly sought-after customer service representative, information services officer, call centre operator, or administration officer.

Launch your customer-centric career with a Certificate III in Business.

Turn your charisma and organisational skills into a professional career with the BSB30120 Certificate III in Business (Customer Engagement). This online business course covers all the fundamental skills you need to succeed in any workplace with a specialised focus on liaising with customers.

With this customer engagement training under your belt, you will be ready to step into any customer-facing role. Whether dealing with people face-to-face as a customer service representative or over the phone as a call centre operator, you will be equipped with various skills to help you deliver exceptional service, market and promote products, and handle problems.

A customer engagement course can lead you into a secure and highly rewarding career. For example, call and contact centre workers are employed full-time 66% of the time, and this career category is expected to grow moderately in the future (data from Job Outlook).

You can complete this entire customer engagement course online, which means you have the freedom and flexibility to study whenever and wherever works for you. You can graduate with your business certificate within 12 months and enter the workforce with a nationally recognised qualification. Alternatively, if you already work in a business setting, the BSB30120 Certificate III in Business (Customer Engagement) could be just what you need to claim that next promotion or apply for a more senior role elsewhere.

Looking to study business online but not specifically interested in customer engagement? We also offer a more generalised BSB30120 Certificate III in Business, or you can specialise in business administration instead. For higher business qualifications, consider the BSB40120 Certificate IV in Business or the BSB50120 Diploma of Business.

* Source: Joboutlook.gov.au

The BSB30120 Certificate III in Business (Customer Engagement) is a Nationally Recognised course.

Eligibility Requirements

Education

Whilst there are no formal recognition of prior learning (RPL) or entry requirements mandated by the training package, students’ skills and capabilities to undertake this training product will be assessed and advice on suitability will be provided during the pre-enrolment process.

Minimum Age

You will need to be at least 16 years old. If you are under 18 your enrolment form will need to be signed by a parent or guardian.

Residency Status

You will need to be a permanent Australian resident or equivalent.

Computer Requirements

In order to successfully complete the online part of the customer engagement course you will need regular access to the following:

Computer: Laptop or desktop computer with working speakers or headphone points
Internet: High-speed internet such as Broadband or ADSL, T1/T2, fibre optic (Dial-up access is not recommended)
Windows: Operating system – Windows 8 or above
Internet Browser: Google Chrome, Firefox or Microsoft Internet Explorer 11
MAC: Operating system - OS X 10.14 Mojave or later
Software: Flash, Adobe Reader, Microsoft Word (or Open Office which is free to download).

Qualification

Certificate III in Business (Customer Engagement)

Delivery

Online Course available

Length

The length of the course is up to 12 months

Study Load

Submit 1 unit of competency every 2.5 weeks to graduate in 12 months

Cost

Payment Options

Upfront Payment
Payment Plan

Course Outcomes

This business course will prepare you for success as a customer-focused professional in any workplace. You will have the skills to work productively in a team, support and work inclusively with colleagues, communicate with others in the workplace, write documents, create presentations, complete projects, develop relationships with customers and other business stakeholders, market and promote products and services, deliver exceptional service to customers, and more.

Administration Officer

From scheduling important meetings to putting together weekly reports, administration officers are often the glue that holds an office together. You will also be responsible for tasks such as managing office supplies, updating databases, organising documents and policies, and printing/photocopying.

Call Centre Operator

Call centre operators typically handle phone calls, emails, and web enquiries. Using your customer liaison skills and in-depth knowledge of your organisation’s products or services, you will answer questions, address concerns, de-escalate complaints, and promote the business to customers.

Customer Service Representative

As a customer service representative, you will be a key point of contact for customers. From resolving complaints to providing accurate service information, your main responsibility will be ensuring every customer has the best experience possible when visiting your workplace.

Telemarketer

Turn your persuasive skills and marketing talents into a career as a telemarketer. Your day-to-day tasks will include determining the ideal audience for your organisation’s products or services, contacting those people, and creating sales opportunities.

Information Services Officer

Every business revolves around information – from details about the products the business sells, to policies on dealing with customer enquiries and complaints. As an information services officer, you will be responsible for keeping all this information organised and accessible, so you can then provide customers and colleagues with the answers they need.

Delivery Options and Length

Online Course

Flexible online learning, meaning you can study whenever and wherever suits you through our online learning platform, My eCampus.

The length of the course is up to: 12 months

Cost & Payment Options

Upfront Payment

Payment Plan

Your course fee includes the delivery and assessment of your qualification, your study materials (including all resources) and on-going support from our Education Team.

Upfront payment All course costs can be paid in total via VISA/MasterCard or bank deposit.

Instalment plan Paid via a series of regular weekly or fortnightly instalments

Online Course

BSBCRT311

Apply critical thinking skills in a team environment

This unit describes skills and knowledge required to apply critical thinking skills to generate solutions to workplace problems in a team environment. The unit applies to individuals who are required to develop and extend their critical and creative thinking skills to different issues and situations. These individuals apply a range of problem solving, evaluation and analytical skills resolve workplace issues within a team context.

BSBPEF201

Support personal wellbeing in the workplace

This unit describes the skills and knowledge required to advocate for and feel empowered about personal wellbeing in the workplace. It involves developing and applying basic knowledge of factors that may influence wellbeing, both positively and negatively. The unit applies to those in a range of industry and workplace contexts, who work under direct supervision. It may also apply to learners who are preparing to enter the workforce.

BSBSUS211

Participate in sustainable work practices

This unit describes the skills and knowledge required to measure, support and find opportunities to improve the sustainability of work practices. The unit applies to individuals, working under supervision or guidance, who are required to follow workplace procedures and instructions. These individuals work in an environmentally sustainable manner within scope of competency, authority and own level of responsibility.

BSBTWK301

Use inclusive work practices

This unit describes the skills and knowledge required to recognise and interact productively with diverse groups of individuals in the workplace. It covers responding to and working effectively with individual differences that might be encountered during the course of work. The unit applies to individuals who work in a variety of contexts where they will be expected to interact with diverse groups of individuals. They may also provide some leadership and guidance to others and have some limited responsibility for the output of others.

BSBWHS311

Assist with maintaining workplace safety

This unit describes the skills and knowledge required to assist with implementing and monitoring an organisation’s work health and safety (WHS) policies, procedures and programs as part of a small work team. The unit applies to individuals who have roles in assisting with maintaining workplace safety in an organisation. Individuals closely monitor aspects of work associated with the safe delivery of products and services, and they contribute to influencing safety in the workplace.

BSBXCM301

Engage in workplace communication

This unit describes the skills and knowledge required to communicate (through written, oral and nonverbal form) in the workplace within an industry. This unit applies to a wide range of workers, but has a specific focus on the communication skills required for workers with limited responsibility for others.

BSBWRT311

Write simple documents

This unit describes the skills and knowledge required to plan, draft and finalise a simple document. The unit applies to individuals who administer a broad range of competencies in various work contexts and may exercise some discretion and judgement to produce a range of simple documents.

BSBTEC303

Create electronic presentations

This unit describes the skills and knowledge required to design and produce electronic presentations using various applications and platforms. The unit applies to individuals employed in a range of work environments who design electronic presentations. They may work as individuals providing administrative support within an enterprise, or may be responsible for production of their own electronic presentations.

BSBPMG430

Undertake project work

This unit describes the skills and knowledge required to undertake a minor project or a section of a larger project. It covers developing a project plan, administering and monitoring the project, finalising the project and reviewing the project to identify lessons learned for application to future projects. The unit applies to individuals who play a significant role in ensuring a project meets timelines, quality standards, budgetary limits and other requirements set for the project. No licensing, legislative or certification requirements apply to this unit at the time of publication.

BSBOPS304

Deliver and monitor a service to customers

This unit describes the skills and knowledge required to identify customer needs, deliver and monitor customer service and identify improvements in the provision of customer service. The unit applies to those who apply a broad range of competencies in various work contexts. In this role, individuals often exercise discretion and judgement using appropriate knowledge of customer service. They provide technical advice and support to customers over short or long-term interactions.

SIRXCEG005

Maintain business to business relationships

This unit describes the performance outcomes, skills and knowledge required to develop and maintain relationships with business customers by identifying customer needs and improving outcomes. It applies to individuals working in customer service roles in a diverse range of wholesale businesses. They operate with independence and under limited supervision and guidance from others, and within established organisational policies and procedures.

BSBOPS305

Process customer complaints

This unit describes skills and knowledge required to handle complaints from customers. The unit applies to those who apply a broad range of competencies and may exercise discretion and judgement using appropriate knowledge of products, customer service systems and organisational policies to provide technical advice and support to a team.

SIRXMKT001

Support marketing and promotional activities

This unit describes the performance outcomes, skills and knowledge required to support the implementation of marking and promotional activities. It applies to individuals working in frontline sales roles in a diverse range of industry sectors and business contexts. They operate with some independence under general supervision and guidance from others, and within established organisational policies and procedures.

There are no entry requirements for this qualification.

Check the currency of BSB30120

Recognition of Prior Learning

Given that some students may already be able to demonstrate their competence in some units, a recognition of prior learning (RPL) assessment process may be available to students to recognise skills and knowledge that may have been gained through formal and informal training and/or learning, work experience and life experience.

Why choose us?

Student Testimonial

Laura Andrews, Diploma of Business

Having a flexible study option means that I can still work full-time and have a social life whilst completing my qual

Flexible Online Study
All of our courses are delivered online, giving you the flexibility to choose your course length.
Dedicated Student Support
Our industry experienced Technical Advisors, Assessors and Support Officers will support you from enrolment through to graduation.
Industry-relevant Courses
Course material is developed in consultation with industry experts to equip you with job-ready skills.
Nationally Recognised Training
All of our courses are Nationally Recognised and accredited.

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