COURSE GUIDE

Certificate III in Business (Customer Engagement) BSB30120

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Introduction

Our nationally recognised BSB30120 Certificate III in Business (Customer Engagement) is designed to arm you with the tools to keep the customers coming back. You will learn how to use industry essential skills like producing documents, working as part of a team, managing feedback and complaints, and delivering quality customer service, to make sure you keep your customers happy.

Course Breakdown

E1402

BSB30120 Certificate III in Business (Customer Engagement)

Course duration: Self paced - maximum of 12 months

Recommended hours per week: 18h

Qualification level: Certificate III

Delivery method: Online

Awarded by: Open Colleges Pty Ltd (Provider number: 90796)

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Industry Overview

A specialisation in customer engagement may be used in a number of different industries, such as customer service, sales, retail or, general clerical / administrative organisations.

General clerical work shows a strong future growth and is expected to reach 342,000 jobs by 2025.

Call or Contact Centre Workers shows a moderate growth and is likely to reach 39,100 jobs by 2025.

Source: Australian Government Job Outlook (https://joboutlook.gov.au/)

Is this course for you?

This course is suited to people who have no experience and are looking to gain employment in a sales or office environment in an organisation with a strong focus on customer service or sales. The Certificate III in Business (Customer Engagement) is also a good option if you are already working in business or sales and want to formalise your experience and improve your skills to boost your job performance and prospects.

If you are an existing worker or have experience in the related industry, please inform our enrolment consultants during your enrolment conversation. You may be eligible to enrol as an existing worker and complete your studies faster. Please note - limitations do apply.

If you are an existing worker or have experience in the related industry, please inform our enrolment consultants during your enrolment conversation. You may be eligible to enrol as an existing worker and complete your studies faster. Please note - limitations do apply.

Common Career Outcomes

  • Clerical Officer
  • Customer Service Representative
  • General Clerk

What you will learn

During the course, you will learn how to:

  • Assist with WHS
  • Participate in sustainable work practices
  • Communicate in the workplace
  • Apply critical thinking
  • Support personal wellbeing at work
  • Design and produce business documents
  • Design and produce spreadsheets
  • Deliver and monitor services to customers
  • Provide advice on products and services
  • Assist with customer difficulties
  • Process customer complaints

Learning Material

Your learning materials are accessed through our online platform OpenSpace. These learning materials include 

  • Learning content 
  • Media 
  • Additional resources 
  • Learning activities 
  • Self-checks 

Your trainer

Holly Radford
Holly is an enthusiastic and dedicated professional with over 20 years of experience in business administration, account management, marketing and print.
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Academic Information

Open Colleges may make changes to the course from time to time to reflect changes introduced to the relevant Training Package or other regulatory requirements.

Certificate III in Business (Customer Engagement)

BSBWHS311
Assist with maintaining workplace safety
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  • Assist with incorporating WHS policies and procedures into work team processes
  • Contribute to consultative arrangements for managing WHS
  • Contribute to organisational procedures for providing WHS training
  • Participate in identifying hazards, and assessing and controlling risks for the work area
BSBSUS211
Participate in sustainable work practices
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  • Measure sustainable work practices
  • Support sustainable work practices
  • Seek opportunities to improve sustainable work practices
BSBTWK301
Use inclusive work practices
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  • Establish practices that support individual differences in the workplace
  • Work effectively with individual differences
  • Assess use of inclusive practices
BSBXCM301
Engage in workplace communication
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  • Plan workplace communication
  • Undertake routine communication
  • Participate in workplace communication
BSBCRT311
Apply critical thinking skills in a team environment
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  • Prepare to address workplace problem
  • Evaluate solutions for workplace problem
  • Finalise and review solution development process
5/ modules
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Recognition of Prior Learning (RPL)

We understand that you may already have many skills and areas of expertise that you have obtained in different ways and these are recognised through our Recognition of Prior Learning (RPL) process.

Our Credit Transfer & Recognition of Prior Learning Policy, available in the Key Student Information section of our website, provides more information about our RPL process. Alternatively, you can contact an Enrolment Consultant to discuss your RPL options.

Course Duration

The duration for the course is self paced - maximum of 12 months. As a self-paced online course, the time it will take you to complete is flexible and dependent on ability and time available.

Entry Requirements

Entry Requirements

There are no mandated education entry requirements for this qualification, per the BSB Business Services Training Package.

Mandatory Entry Requirements

Access to a modern computer with high-speed internet

Access to Microsoft office or equivalent

Access to a device with audio & video capabilities

Access to people to participate in role plays & assessments

Recommended Local Entry Requirements

  • Are 18 years old (note - students under 18 will need permission from a parent or guardian to enrol)
  • Have language, literacy and numeracy skills that ensure the ability to read and comprehend technical terms and communicate effectively through email. These skills are equivalent to those that would be required to successfully complete Year 10 or ACSF Level 2.
  • Basic computing skills

Minimum age

You will need to be at least 18 years old.

Equipment and tools

This course includes a requirement to record video and/ or audio roleplays.  These will require participation by 1-3 other people sourced by you.

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Study and pay, your way

Payment Options

Pay Upfront
Save 30%
$3,332.00 Save $1,428.00
was $4,760.00
Week to week
Pay as you go
Save 10%
Pay in 58 instalments over the length of your course.
$70.00 Weekly
Total course cost: $4,260.00
was $4,760.00
Full course breakdown
TBD

Studying online with Open Colleges

Flexibility - study at your own pace

When you study online with Open Colleges you’re in control.

You can choose to complete your course quickly, or keep to a steady pace. Learning is fully flexible so you can fit your everyday commitments around your studies.

Everything you need to study is online so you can study wherever you like – but that doesn’t mean you’re on your own.

OpenSpace is our online learning platform. It’s where you’ll go to access your learning materials, contact your expert trainers and assessors and upload your assessments.

What is OpenSpace?

It’s important to us that we deliver a superior, online learning platform that meets our students’ needs. That’s why we have upgraded to our brand new, custom-designed learning platform, OpenSpace.

OpenSpace provides you with a user-friendly interface, that is mobile responsive. This means that you can complete your coursework using your laptop, iPad, or mobile device. All coursework is automatically saved, providing you with the flexibility you need to complete your studies anywhere, anytime.

How to get support?

Learning Support

The learning support team will be with you every step of the way, from enrolment to graduation. They’re here to help you get the most out of your online course. They can assist by providing non-academic support - like helping you craft an achievable study plan so that you can graduate in a realistic timeframe. If you’re finding it tough to stay motivated throughout your course, they’ll be there to help keep you on track.

Student support

The Student Support team is your one-stop service centre for all student administrative issues – including enrolment, change of contact details, OpenSpace support, assessment results and certification.

You can access the Student Support team by email or phone

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Certificate III in Business (Customer Engagement)

Select Payment Option

Pay in weekly instalments

Pay as you go

Save 10%

Pay in 58 instalments over the length of your course.

$70.00

Weekly

Total course cost: $4,260.00

Save $500.00

was $4,760.00

Pay Upfront

Save 30%

$3,332.00

Save $1,428.00

was $4,760.00
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Holly Radford

Business & Leadership
Holly is an enthusiastic and dedicated professional with over 20 years of experience in business administration, account management, marketing and print.
Holly is an enthusiastic and dedicated professional with over 20 years of experience in business administration, account management, marketing and print. She has also been working within the education and training industry since 2013, in both a face-to-face and online capacity and is passionate about the power of education. Holly runs a small online business and holds a position on the Australian Institute of Office Professionals (AIOP) WA Division Committee.

Holly holds a Bachelor of Commerce, Diploma of Business Administration, Diploma of Business, Diploma of Marketing Communication, Diploma of Social Media Marketing, Certificate IV in Training & Assessment and a Certificate III in Printing & Graphic Arts.