Course Description

As more basic customer service processes become automated, team leaders and workers within this field are now required to provide engaging service whist dealing with more complex customer situations. The BSB30215 Certificate III in Customer Engagement helps build key skills in this area with comprehensive customer service training.

Ideal for those working in a contact centre role, this customer service course will give you the skills to deal with complex or challenging customer service situations. You’ll learn how to:

  • communicate effectively over email with colleagues and clients, as well as how to increase your typing speed and accuracy.
  • record and retrieve product and customer information on a database.
  • manage complaints, deal with stress and respond effectively to customers.
  • prioritise and manage your time.

This broad-ranging qualification can lead to a diverse career path. Complex customer service roles are in demand across a whole spectrum of industries and workplaces, including banking and finance, travel and retail, contact centres, help desks, reception, front of business and counter service.

Potential career outcomes

  • Customer Service Representative
  • Customer Service Specialist
  • Escalations and Complaints Officer
  • Receptionist
  • Sales Representative