BSB30120 – Cert III in Business (Customer Engagement)

This qualification reflects the role of individuals in a variety of Business Services job roles. It is likely that these individuals are establishing their own work performance.

Individuals in these roles carry out a range of routine procedural, clerical, administrative or operational tasks that require technology and business skills. They apply a broad range of competencies using some discretion, judgment and relevant theoretical knowledge. They may provide technical advice and support to a team.

Entry Criteria

There are no prerequisites for entry to this qualification.

Unit Selection (Core & Electives)

Core Units

Participants are required to complete the 6 core units listed below:

BSBCRT311	Apply critical thinking skills in a team environment This unit describes skills and knowledge required to apply critical thinking skills to generate solutions to workplace problems in a team environment.
BSBPEF201	Support personal wellbeing in the workplace This unit describes the skills and knowledge required to advocate for and feel empowered about personal wellbeing in the workplace. It involves developing and applying basic knowledge of factors that may influence wellbeing, both positively and negatively.
BSBSUS211	Participate in sustainable work practices This unit describes the skills and knowledge required to measure, support and find opportunities to improve the sustainability of work practices.
BSBTWK301	Use inclusive work practices This unit describes the skills and knowledge required to recognise and interact productively with diverse groups of individuals in the workplace. It covers responding to and working effectively with individual differences that might be encountered during the course of work.
BSBWHS311	Assist with maintaining workplace safety This unit describes the skills and knowledge required to assist with implementing and monitoring an organisation’s work health and safety (WHS) policies, procedures and programs as part of a small work team.
BSBXCM301	Engage in workplace communication This unit describes the skills and knowledge required to communicate (through written, oral and nonverbal form) in the workplace within an industry.

Elective Units

Participants are required to complete the seven elective units listed below that apply to their job role:

BSBTEC301	Design and produce business documents This unit describes the skills and knowledge required to design and produce various business documents. It includes selecting and using a range of functions on a variety of computer applications.
BSBTEC302	Design and produce spreadsheets This unit describes the skills and knowledge required to develop spreadsheets through the use of spreadsheet applications.
BSBPEF301	Organise personal work priorities This unit describes the skills and knowledge required to organise personal work schedules, to monitor and obtain feedback on work performance and to maintain required levels of competence.
BSBOPS304	Deliver and monitor a service to customers This unit describes the skills and knowledge required to identify customer needs, deliver and monitor customer service and identify improvements in the provision of customer service
SIRXPDK001	Advise on products and services This unit describes the performance outcomes, skills and knowledge required to develop product and service knowledge and provide information to customers.
SIRXCEG002	Assist with customer difficulties This unit describes the performance outcomes, skills and knowledge required to solve customer problems and use techniques to deal with customer difficulties.
BSBOPS305	Process customer complaints This unit describes skills and knowledge required to handle complaints from customers.

Recognition of Prior Learning (RPL) and Credit Transfer(CT)

Tubal offers all participants the opportunity to have existing skills and knowledge recognised through Recognition of Prior Learning and Credit Transfer options. Participants may be eligible to receive RPL for units based on their work background, working in the community, volunteering and life experiences (such as hobbies, sport and recreation), or Credit Transfer based on their prior qualifications, where applicable.

Pathways

Certificate III provides a pathway to further studies, such as Certificate IV in Business.

Assessment

Tubal’s Assessors will determine a participant’s competency against:

Answers to established underpinning knowledge questions
Performance feedback from Employer/Manager/Supervisor confirming participant is meeting all requirements of each unit of competency
Demonstrated performance of designated tasks by the participant
Participant self-assessment against designated tasks
Historical information pertaining to past experience and work history eg. Resume/CV and/or verbal details.

Cost

Our indicative fees can be viewed here.