Certificate III in Customer Contact - Online

Course Code:BSB30207
Department:Information Communication Technology
Study Area(s):Information Technology
Customer Contact
Location(s):Essendon, Online
Course Length:Flexible (1 year)
Course Fees:See our course fees section.
Direct Entry:You can apply for this course directly through Kangan Institute.
Mid-year Entry:This course accepts mid-year applications.
Apply Here

Need more information?
Call us on 13 TAFE (13 8233)
or +613 9279 2222
Email us at enquiries@kangan.edu.au
Or fill in our feedback form
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Course overview

Certificate III has been designed to develop the skills necessary for employment within call centres, or to formalise skills of those already employed. The course covers detailed aspects of the call centre and business environment where you will learn telephone, customer service skills and telecommunications technology.

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

- Call/Contact Centre Agent
- Customer Service Representative
- Senior Customer Service Representative
- Telesales Representative

Course modules

CORE
Module CodeModule TitleNominal Hours
BSBCCO301AUse Multiple Information Systems40
BSBCUS301ADeliver and Monitor a Service to Customers35
BSBOHS301BApply Knowledge of OHS Legislation in The Workplace20
BSBPRO401ADevelop Product Knowledge30
BSBWOR203AWork Effectively With Others15
BSBWOR301AOrganise Personal Work Priorities and Development30
ELECTIVE
Module CodeModule TitleNominal Hours
BSBCCO304AProvide Sales Solutions to Customers40
BSBCMM301AProcess Customer Complaints30
BSBMGT401AShow Leadership in The Workplace50
BSBSLS406ASelf-Manage Sales Performance40
BSBWOR201AManage Personal Stress in The Workplace40
FNSICCUS301BRespond to Customer Enquiries25

What employment opportunities will I have?

This course will give you skills to work unsupervised in an administrative and customer contact support role

What skills will I have when I complete this course?

You will gain computer skills, administration, call centre, sales role and improving your personal development.

What qualifications will I receive?

When you successfully complete this course, you will be awarded the Certificate III in Customer Contact. As part of the Australian Qualifications Framework, this program is nationally recognised.

What opportunities for further studies will I have?

You may continue on to higher level studies, such as Certificate IV in Customer Contact and up to a Diploma of Customer Contact.

Can I apply?

There are no set prerequisites for this course. However it is recommended that you have satisfactory numeracy and literacy skills to undertake this course or are mature age and have sufficient work experience to successfully undertake the course.

OR

You may apply if you have satisfactorily completed VCE or an approved equivalent course and the satisfactory completion of the work requirements (eligibility to transfer); or are mature age and have sufficient work experience to successfully undertake the course. (Mature age is anyone over the age of 18 who has been out of full-time education for more than 12 months.)

How do I apply?

To apply for this course you must fill in a direct entry application form which can be obtained from the institute by calling the Nahla Fayad on 9279 2285 or email nfayad@kangan.edu.au This course runs all year and you may apply at anytime

OR

To apply for a full-time position for this course, you must apply through VTAC (Victorian Tertiary Admissions Centre). Details of the VTAC application process are available from the VTAC website at www.vtac.edu.au and in the VTAC Guide which is available from leading newsagents and libraries in August each year. Direct application will be considered once the VTAC places have been offered and there are vacancies in the course. Call the Contact Centre on 13 TAFE (13 8233) or 9279 2222 for further information or email enquiries@kangan.edu.au

OR

New Apprentices/Trainees will first need to be employed and signed up to a "Contract of training" by an Australian Apprenticeship Centre (AAC).These AAC's are located in Metropolitan and regional centres.
For locations visit http://www.australianapprenticeships.gov.au/ If this has already been done, and Kangan Institute Institute has been listed as the preferred provider on the contract of training the Institute will contact you once your contract has been registered with Skills Victoria.
If you wish to contact the Institute for further information please call the Contact Centre on 13 TAFE (13 8233) or 9279 2222.

How will I be selected for this course?

You will be interviewed either over the telephone or in person.

How long is the course?

The course spans for 12 months. It is a flexible course so you may commence and complete at your own pace.

Where and how can I study?

This course is available fully on-line and at the Flexible Learning Centre, Essendon Campus.

What costs and other fees should I expect?

Call the Contact Centre on 13 TAFE (13 8233) or 9279 2222 or email enquiries@kangan.edu.au for a fee schedule.

How will I be assessed?

A mixture of assignments and assessment will be used. This qualification is based on showing that you are competent in all parts of the course.

Additional comments

To be able to work on-line you will require the following:

Hardware:
- Minimum computer system: Pentium 3,
- Memory Size 1g,
- Broadband Internet and Email Access,
- Webcam (optional)

Software:
- Windows XP, Vista or Windows 7
- Internet Explorer 7.0 or 8.0
- Office 2007 - Word, Excel, Access and Powerpoint.,

What will I study?

Business administration and call centre support role, sales and personal development.

Apply Here
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Stelios Stylianou

'I'd always wanted to pass on my skills and passion for the automotive trade to young people, so I decided to gain a teaching qualification by enrolling in the Diploma of Vocational Education and Training at Kangan Institute.'

Stelios Stylianou

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Last updated: 3 March 2010 Page owner: Web Office (Marketing)

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