The Certificate III in Customer Contact reflects the role 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.
Participants undertake the study of this qualification online, using Upskilled's customised Learning Management System. The online program is conducted over a 12 month period and employs an approach that blends distance and online education in the management and delivery of learning resources.
There are no formal prerequisites for this qualification; however, the preferred pathways into this qualification include:
- BSB20211 Certificate II in Customer Contact, or other relevant qualifications OR
- Vocational experience assisting in a range of support roles without a formal business qualification
Recognition Of Prior Learning (RPL)
RPL is available for each Unit of Competency based on relevant workplace experience, formal training, or other expertise. To apply for RPL, please submit documentation in portfolio form for evaluation by Upskilled assessors.
Competency determination is made after all relevant evidence is gathered. Upskilled is receptive to evidence gathered from a variety of sources, including our own assessment processes.
Upskilled assessment processes include:
- Recognition of Prior Learning / Credit Transfer
- Written / Verbal questions
- Written reports / Case studies
- Portfolio assessments
Upskilled's online courses include detailed learning materials, assessments, online trainer support and certification upon successful completion.
The course consists of twelve (12) units of competency, comprising four (4) core and eight (8) elective units.
Upskilled has developed a program that meets the requirements of the qualification, as shown below. Alternative combinations of units of competency are possible within the rules of the training package. Potential participants wishing to discuss alternative units should contact Upskilled's office.
Core Unit Description
||Use Multiple Information Systems
||Work Effectively in Customer Contact
||Develop product and service knowledge for customer contact operation
||Deliver and Monitor a Service to Customers
Elective Unit Description
||Apply Knowledge of OHS Legislation in the Workplace
||Work Effectively with Others
||Organise Personal Work Priorities and Development
||Identify opportunities for cross-selling products and services
||Provide Sales Solutions to Customers
||Process customer complaints
||Manage personal stress in the workplace
Possible job roles relevant to this qualification include:
- Customer Contact agents or operators
- Customer Services representatives
- Telesales Representatives
For those wishing to continue their study, the preferred pathway from this qualification is the BSB40311 Certificate IV in Customer Contact, or a range of other qualifications at Certificate IV level.
Course Fees and Payment Options
Course Fees and Payment Options
The certificate has a course fee of $3,055 payable in one of two ways:
- A single upfront payment of the course fees attract a 10% discount, making the total fee $2,750
- An upfront enrolment fee of $605, and 7 x $350 paid per month for seven consecutive months. The total course fee is therefore $3,055
Location & Date