Certificate III in Customer Engagement - BSB30215
Management Edge Pty Ltd, The
Type of institution: Registered Training Organisation
Level: Pre-degree
CRICOS: 03210K
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.
Structure
4 core units plus 8 electives.
Subjects
- 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
| Campus | Fees | Entry | Mid year intake | Attendance |
|---|---|---|---|---|
| Ringwood |
Domestic: $3,500 International: $3,500 |
No information available | No |
|
| Narre Warren | No information available | Yes | No information available | |
| Rosebud West | No information available | Yes | No information available | |
| West Footscray | No information available | Yes | No information available | |
| Coburg | No information available | Yes | No information available | |
| Werribee | No information available | Yes | No information available |
