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Offering Info

Certificate III in Customer Engagement

  • National Course Code: BSB30215
  • TAFE NSW code: BSB30215-01V05-20COF-007

Location – Coffs Harbour

Study Type

Part Time Day

Course Start Date

Anytime

Hours Per Week

18.7

Duration

36 Weeks

  • Nationally Recognised Training
  • Traineeship Allowed
  • This training is subsidised by the NSW Government

Course Details

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.

When you study with TAFE NSW, we want you to succeed. Entry requirements allow us to make sure that you have the right pre-existing knowledge and skills to achieve your chosen qualification. You will need to provide evidence that you meet the requirements listed in this section.

There are no formal entry requirements for this course.

It is assumed that you have literacy and numeracy skills at Certificate II level for success in this course. Contact your TAFE NSW campus if you have any questions about your suitability.

To successfully complete this course, you will need: - Access to a computer and internet outside of class hours (using your home or library computer), to complete teacher prescribed activities and readings to undertake personal research and practice.

It's all happening at TAFE NSW InfoFest. Register for an information session to broaden your skills set to get ahead. Can't find an Information Session for you? Enquire Online or call 131601.

INFORMATION SESSIONS

To find out more about this course, meet our teachers and receive information about enrolment and next steps, attend an information session.
Date: Monday, 09 December 2019
Anytime between: 8.00am to 5.30pm
Location: Coffs Harbour Campus, Glenreagh Street Coffs Harbour, A.G.10

Or

Date: Wednesday, 11 December 2019
Anytime between: 8.00am to 5.30pm
Location: Coffs Harbour Campus, Glenreagh Street Coffs Harbour, A.G.10

Or

Date: Monday, 20 January 2020
Anytime between: 8.00am to 5.30pm
Location: Coffs Harbour Campus, Glenreagh Street Coffs Harbour, A.G.10

Or

Date: Wednesday, 22 January 2020
Anytime between: 8.00am to 5.30pm
Location: Coffs Harbour Campus, Glenreagh Street Coffs Harbour, A.G.10

STUDY COMMITMENT
This is a part-tine day, blended course. You will need to attend approximately 6.7 hours of class, over 1 day a week, for 36 weeks. As well as the in-class component, you will need to complete approximately 12 hours of other study per week.

You may also be required to complete approximately 7.0 hours of additional study each week outside of class hours, including skype sessions, research, 1:1 sessions with trainer.


IS THIS COURSE RIGHT FOR YOU?

This course offering is designed for people who:

  • Are Employees working in industry in a customer service role.

SERVICES AND STUDY SUPPORT
There are additional learning and study tools available for this course, including:

  • Aboriginal and/or Torres Strait Islander Student Support and Services
  • Accessibility and Disability Services
  • Personal Counselling
  • Vocational Counselling
  • Learning Support
  • International Student Support
  • Scholarships
  • Multicultural Support

    We offer student services and study support to ensure you can achieve your goals. Learn about TAFE NSW Student Services

    As a TAFE NSW student in this course, you will have access to:

    • LinkedIn Learning (formerly Lynda.com)
    • Studiosity - online access to a real life tutor
    • Easy computing online short courses
    • Access to local TAFE libraries

This course is currently scheduled on Wednesday from 9.00am to 3.30pm and Thursday from 8.30am and 1.30pm. This timetable may change and will be confirmed by your teacher.

SMART AND SKILLED FEES

This course is government-subsidised, meaning you pay a portion of the full course fee to TAFE NSW and the NSW Government will pay the balance. However, you must meet certain eligibility criteria for this to apply.

Depending on your previous qualifications and experience, your fee may be less than the maximum fee quoted. Your actual fee and eligibility for concession/exemption will be calculated and confirmed during the enrolment process. Payment plans are available through TAFE NSW for Smart and Skilled eligible qualifications.

For further information about eligibility and explanations of the different fee categories, visit Are You Eligible?

ADDITIONAL RESOURCES

You will need to provide for yourself the following resources which you will keep when you complete your study:



  • Access to PC and web platforms for delivery.


READ BEFORE YOU ENROL

Learn about TAFE NSW Fees

Learn about TAFE NSW Payment/Funding

RECOGNITION

Recognition is a process of acknowledging previously completed qualifications, skills, knowledge or experience relevant to your course. This may reduce the amount of learning required, reduce your course fees and allow you to achieve your qualification faster.

Learn about Recognition at TAFE NSW Recognition

Applying with us is easy, though the exact process does depend on your course and any prerequisites that go with it. Be sure to read all course information carefully to make sure it is the right qualification, location and study type for you. As you progress through the application and enrolment process you will be prompted to provide additional information.

For further information or assistance, call 131 601.

If you are interested in studying as a Trainee please call 131 601 for full details.

Find out more about Applying and Enrolling

Core Units
Number Title
BSBCUE301 Use multiple information systems
BSBCUE307 Work effectively in customer engagement
BSBCUE309 Develop product and service knowledge for customer engagement operation
BSBCUS301 Deliver and monitor a service to customers
Elective Units
Number Title
BSBITU213 Use digital technologies to communicate remotely
BSBCMM301 Process customer complaints
BSBCUE203 Conduct customer engagement
BSBCUE308 Conduct outbound customer engagement
BSBCUS402 Address customer needs
BSBWHS201 Contribute to health and safety of self and others
BSBWOR203 Work effectively with others
BSBWOR301 Organise personal work priorities and development

Note: Not all elective units listed may be available to study, please enquire for more information.

Information Services Officer, Telemarketer, Customer Service Officer, Information Officer, Senior Customer Service Representative, Call Centre Operator, Client Contact Officer (Customer Service).

Whether you're a school leaver, an aspiring apprentice, looking to kickstart a career, or you're upskilling, reskilling, or re-training, there's a TAFE NSW course to give you the skills you need for the job you want.

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Course Location

Coffs Harbour
Glenreagh Street, Coffs Harbour
Phone 131 601

Fees information

We understand that many students are confused by different fees for similar courses, and want to reassure you that studying with TAFE NSW won't damage your hip pocket.

Learn more about Fees information.

Payment options and assistance

Explore payment methods, pay by instalment, scholarships and VET Student Loans.

Learn more about Payment options and assistance.

 

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