Qualification Outline
22/07/2026 6:01 AM AWST
Whilst all efforts are made to provide accurate and timely information from the relevant source/documentation, please be aware that the information supplied may not be the most current version. The accuracy of the detail has not been confirmed by the Department and therefore should not be relied upon without first confirming the contents.
Certificate III in Customer Contact
Certificate III in Customer Contact
BSB30211
D691
Replaced
Replaced
National Endorsed, State Implementation and Classification
Releases
| Release Version | Release Date | TGA Status | DTWD Status |
|---|---|---|---|
| 2.00 | 18/12/2012 | Current | Approved |
Description
This qualification reflects the role of individuals who typically undertake complex customer interaction under supervision and with some authority to delegate.
Duties at this level would include working with multiple communication channels, receiving and responding to customer requests, handling customer complaints, adhering to key performance indicators, working in a team environment, providing support to a team, providing technical advice and capturing data.
Job roles
Possible job roles relevant to this qualification include:
customer contact agents or operators
customer services representatives
telesales representatives.
Schedule
Packaging Rules
Total number of units = 124 core units plus
8 elective units of which:
2 units must be from Group A elective units below
the remaining 6 units may be from Group A or Group B elective units, or from qualifications at the same level or one higher in any endorsed Training Package or accredited course.
Elective units must be relevant to the work environment and the qualification, maintain the integrity of the AQF alignment and contribute to a valid, industry-supported vocational outcome.
Core units
BSBCCO301B Use multiple information systems
BSBCCO307A Work effectively in customer contact
BSBCCO309A Develop product and service knowledge for customer contact operation
BSBCUS301B Deliver and monitor a service to customers
Elective units
Group A
BSBCCO203A Conduct customer contact
BSBCCO204A Collect data
BSBCCO302B Deploy customer service field staff
BSBCCO303B Conduct a telemarketing campaign
BSBCCO304C Provide sales solutions to customers
BSBCCO305B Process credit applications
BSBCCO306B Process complex accounts
BSBCCO308A Conduct outbound customer contact
BSBCCO403A Schedule customer contact activity
BSBCMM301B Process customer complaints
BSBITU203A Communicate electronically
BSBITU307A Develop keyboarding speed and accuracy
BSBLED301A Undertake elearning
BSBWOR203B Work effectively with others
BSBWOR301B Organise personal work priorities and development
Group B
BSBMGT401A Show leadership in the workplace
BSBMGT402A Implement operational plan
BSBMGT405A Provide personal leadership
BSBSLS407A Identify and plan sales prospects
BSBSLS408A Present, secure and support sales solutions
BSBSUS301A Implement and monitor environmentally sustainable work practices
BSBWHS201A Contribute to health and safety of self and others
BSBWHS302A Apply knowledge of WHS legislation in the workplace
BSBWOR201A Manage personal stress in the workplace
FNSSAM301A Identify opportunities for cross-selling products and services
ICAICT209A Interact with ICT clients
ICASAS204A Record client support requirements
ICASAS305A Provide IT advice to clients
1. Core Units
All four (4) units must be completed
| State Code | National Code | Title | Hours | Type |
|---|---|---|---|---|
| S8072 | BSBCUS301B | Deliver and monitor a service to customers | 40 | Unit of competency |
| S8050 | BSBCCO309A | Develop product and service knowledge for customer contact operation | 30 | Unit of competency |
| S8042 | BSBCCO301B | Use multiple information systems | 40 | Unit of competency |
| S8048 | BSBCCO307A | Work effectively in customer contact | 35 | Unit of competency |
2. Group A Elective Units
At least two (2) units must be chosen from Group A.
Please refer to the packaging rules for the full details of available options.
3. Group B Elective Units
Up to six (6) units may be chosen from Group B.
Please refer to the packaging rules for the full details of available options.
Replaces
| State Code | National Code | Title | Type |
|---|---|---|---|
| D133 | BSB30207 | Certificate III in Customer Contact | Qualification |
Replaced By
| State Code | National Code | Title | Type |
|---|---|---|---|
| AVS6 | BSB30215 | Certificate III in Customer Engagement | Qualification |
No information
Entry Requirements
There are no entry requirements for this qualification.
Traineeships and Apprenticeships