Description:
RPL for a Certificate III in Customer Contact (BSB30211) may be possible for those who have worked as Customer Contact Agents, Customer Service Representatives or Telesales Representatives. Those with the necessary skills, knowledge and experience should contact Get Qualified Australia to utilise Skills Recognition via our RTO partners. Continue reading for more info on this Certificate and RPL.
DETAILS:
RPL Price: $900
Course Usage Recommendation: current
Training Package: business services training package
How To Achieve
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Total number of units = 12
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4 core units plus
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8 elective units of which:
- 2 units must be from Group A elective units below
- the remaining 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
BSBCCO301B Use multiple information systems
BSBCCO307A Work effectively in customer contact
BSBCCO309A Develop product and service knowledge for customer contact operation
BSBCUS301B Deliver and monitor a service to customers
Elective units
Group A
BSBCCO203A Conduct customer contact
BSBCCO204A Collect data
BSBCCO302B Deploy customer service field staff
BSBCCO303B Conduct a telemarketing campaign
BSBCCO304C Provide sales solutions to customers
BSBCCO305B Process credit applications
BSBCCO306B Process complex accounts
BSBCCO308A Conduct outbound customer contact
BSBCCO403A Schedule customer contact activity
BSBCMM301B Process customer complaints
BSBITU203A Communicate electronically
BSBITU307A Develop keyboarding speed and accuracy
BSBLED301A Undertake elearning
BSBWOR203B Work effectively with others
BSBWOR301B Organise personal work priorities and development
Group B
BSBMGT401A Show leadership in the workplace
BSBMGT402A Implement operational plan
BSBMGT405A Provide personal leadership
BSBSLS407A Identify and plan sales prospects
BSBSLS408A Present, secure and support sales solutions
BSBSUS301A Implement and monitor environmentally sustainable work practices
BSBWHS201A Contribute to health and safety of self and others
BSBWHS302A Apply knowledge of WHS legislation in the workplace
BSBWOR201A Manage personal stress in the workplace
FNSSAM301A Identify opportunities for cross-selling products and services
ICAICT209A Interact with ICT clients
ICASAS204A Record client support requirements
ICASAS305A Provide IT advice to clients
Awarded By
NameProvider Code
Asset Training Australia31718
Australian Institute of Training91511
Additional information
This qualification reflects the skills and knowledge required of individuals who typically undertake complex customer interaction under supervision and with some authority to delegate.
Duties at this level would include working with multiple communication channels, receiving and responding to customer requests, handling customer complaints, adhering to key performance indicators, working in a team environment, providing support to a team, providing technical advice and capturing data.
Job roles
Possible job roles relevant to this qualification include:
- customer contact agents or operators
- customer services representatives
- telesales representatives.
There are no entry requirements for this qualification.
There is no direct link between this qualification and licensing, legislative and/or regulatory requirements.
Visit Get Qualified Australia’s Trade Licensing page for more information surrounding licensing
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.
Industry/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 expectations
Initiative and enterprise
- contributing to suggestions for improvements to products, services and processes
- supporting operational plans and organisational 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 to action customer contact, i.e. internet, intranet, telephony equipment, software packages, enterprise systems and email
- using technology to assist the manipulation of information
This qualification reflects the skills and knowledge required of individuals who typically undertake complex customer interaction under supervision and with some authority to delegate.
Duties at this level would include working with multiple communication channels, receiving and responding to customer requests, handling customer complaints, adhering to key performance indicators, working in a team environment, providing support to a team, providing technical advice and capturing data.
Job roles
Possible job roles relevant to this qualification include:
- customer contact agents or operators
- customer services representatives
- telesales representatives.
