Certificate III in Customer Engagement - BSB30215

KnowledgeSpace Pty Ltd

Type of institution: Registered Training Organisation
Level: Pre-degree

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 InformationNo licensing, legislative or certification requirements apply to this qualification at the time of publication.


4 core units plus 8 electives.


  • Conduct customer engagement
  • Present, secure and support sales solutions
  • Process credit applications
  • Identify opportunities for cross-selling products and services
  • Use multiple information systems
  • Contribute to health and safety of self and others
  • Record client support requirements
  • Work effectively with others
  • Collect data
  • Develop product and service knowledge for customer engagement operation
  • Communicate electronically
  • Deploy customer service field staff
  • Conduct a telemarketing campaign
  • Provide ICT advice to clients
  • Identify and plan sales prospects
  • Provide sales solutions to customers
  • Process complex accounts
  • Interact with ICT clients
  • Deliver and monitor a service to customers
  • Show leadership in the workplace
  • Organise personal work priorities and development
  • Apply knowledge of WHS legislation in the workplace
  • Implement and monitor environmentally sustainable work practices
  • Undertake e-learning
  • Work effectively in customer engagement
  • Implement operational plan
  • Provide personal leadership
  • Process customer complaints
  • Conduct outbound customer engagement
  • Schedule customer engagement activity
  • Develop keyboarding speed and accuracy
  • Manage personal stress in the workplace

Study information

CampusFeesEntryMid year intakeAttendance
Hawthorn No

Fee comments

Campuses: Hawthorn.

Training is part of workplace traineeships only. Students do not pay tuition fees. Any fees for Full Fee placements are to be paid by the employer.

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