Course Outline

This qualification reflects the role of individuals in a variety of Business Services job roles. It is likely that these individuals are establishing their own work performance.
 
Individuals in these roles carry out a range of routine procedural, clerical, administrative or operational tasks that require technology and business skills. They apply a broad range of competencies using some discretion, judgment and relevant theoretical knowledge. They may provide technical advice and support to a team.
 
This qualification has been packaged to include a specialisation in Customer and Client Engagement and includes skills and knowledge as follows:
 

• Delivery of customer service standards and processes
• Dealing with and processing customer complaints
• Advising customers on products and services
• Applying critical thinking skills and supporting personal wellbeing
• Sustainable and inclusive work practices
• Engagement in workplace communication and WHS

Qualification Package
 
(13 units of competency required)
 
Core Units
BSBCRT311 Apply critical thinking skills in a team environment
BSBPEF201 Support personal wellbeing in the workplace
BSBSUS211 Participate in sustainable work practices
BSBTWK301 Use inclusive work practices
BSBWHS311 Assist with maintaining workplace safety
BSBXCM301 Engage in workplace communication
 
Elective Units
BSBTEC301 Design and produce business documents 
BSBTEC302 Design and produce spreadsheets 
BSBPEF301 Organise personal work priorities

Specialisation Units
BSBOPS304 Deliver and monitor a service to customers
BSBOPS305 Process customer complaints
SIRXPDK001 Advise on products and services
SIRXCEG005 Maintain business to business relationships
 
Accreditation
 
On successful completion of assessment requirements for this qualification, the learner will be issued with a full certification, BSB30120 Certificate III in Business (Customer Engagement).

Qualification Cost 
$2600

Entry Requirements

Nil

Delivery Options 
 

• Face-to-face
• Online
• Distance Learning 
• Hybrid

 
Traineeship Eligible

Employers may be eligible for incentives - *subject to eligibility as determined by an Australian Apprenticeship Centre

Career Pathways 

Job roles and titles vary across different sectors. Possible job titles relevant to this qualification include:
 

• Clerical and Administration officer
• Community/personal service officer
• Receptionist
• Personal Assistant
• General office worker

The most common industries graduates gain employment:
 

• Administrative and support services
• Accommodation and support services
• Retail Trade

Recognition of Prior Learning 

We offer assessment options including Recognition of Prior Learning (RPL), work-based evidence collection (portfolio and workplace documents), and observation assessments to assist employees in providing the relevant evidence based on skill and knowledge competencies developed in the actual workplace.