Course Description

Certificate III in Business (Customer Engagement) is an ideal program for those aiming for careers as Customer Service Representatives, Contact Centre Operators, or Sales Consultants. This course equips you with skills in handling customer complaints, delivering excellent customer service, utilising various communication channels, managing time efficiently, and working effectively in a team environment. This course can be delivered as both part of a traineeship or as a non-trainee.

Delivery for this course is available in multiple modes. Our preferred and most popular deliver mode:

Virtual Classroom: either fortnightly or every 3 weeks, 3 hour classes with a trainer and other learners. Log into the virtual classroom platform.

Classroom: fortnightly classes held in our offices.

Traineeships: trainees will undertake either of the above options, in addition to 4 Training Progress meetings within a 12 month period.

 *In specific cases, other tailored options may be available.

Access and Equity

Integrity Business College encourages participants who have disabilities to apply.

Course Information

Who Should Attend?

New administrative staff or those wishing to upskill to provide administrative or operational work support.

Course Outcomes

Individuals with this qualification would be able to work in a broad range of customer service roles and may provide technical advice and support to an administrative team.

Course Duration

The Certificate III in Business (Customer Engagement) course has a minimum required duration of 10 months from date of commencement in the course.

Entry Requirements

There are no entry requirements for this qualification but participants are subjected to a pre-training review to confirm suitability. Possible qualification after successful completion is Certificate IV in Business

Assessment Information

Assessment is ongoing during the program and includes undertaking workplace specific activities. The assessments consist of Q&A, project, practicals, and observations. This is completed partially within the classroom with an expectation of approximately additional 3 hours per week of self-paced study.

Certificate Award Requirements

This qualification requires the demonstration of competency in a minimum of 13 units of competency.

Recognition of Prior Learning

Many individuals may already be competent in one or more of the units of competency. RPL is available for each unit of competency based on relevant workplace experience, formal training or other expertise. Recognition will involve submission of your evidence in the form of a portfolio.

Course Structure

  • 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
  • BSBPEF301 – Organise personal work priorities.
  • BSBWRT311 – Write simple documents.
  • BSBOPS304 – Deliver and monitor a service to customers.
  • SIRXPDK001 – Advise on products and services.
  • BSBTEC301 – Design and produce business documents.
  • BSBOPS305 – Process customer complaints
  • SIRXCEG005 – Maintain business to business relationships.