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.
This course is a flexible work-based traineeship program conducted over a 12 month period. Participants may complete the course at an accelerated rate, depending on their breadth of knowledge and level of experience.
Assessment will be carried out throughout the duration of the qualification. Feedback will be given to participants by their Assessor as they progress through the qualification.
The ways in which assessment activities are conducted may include:
Written/oral questions are designed to enable assessment of the required knowledge. Assessors might develop additional questions to elicit more detailed responses.
Projects are designed to enable holistic assessment of the unit of competency. The Assessor will consider each project in the context of the organisation and make adjustments or contextualise as necessary.
Observations are used to record participants carrying out their normal work duties which the trainer/assessor has observed, and provides evidence that the participant can perform the tasks associated with the unit of competency.
Third party reports
We ask the Supervisor or Manager to confirm in writing that the participant has, over a period of time, demonstrated the defined skills and have the required knowledge to satisfy the competency standards that are being assessed.
Recognition of prior learning
ARC Training offers the opportunity to go through a Recognition of Prior Learning (RPL) process. Should the participant identify that they already have some or all of the skills required for a unit of competency prior to, or during, the training and they believe they can already demonstrate these skills, they should speak to their Assessor about applying for RPL.
There are no entry requirements for this qualification.
Please check with us whether eligibility criteria may apply for Government funded programs.
ARC Training has policies, procedures and information to help create a working and learning environment that is safe and healthy, culturally diverse, friendly and nondiscriminatory. Please visit www.arcgroup.com.au
Fees and charges
Fee for Service: please ask for a fee schedule.
Funded Training: funding may be available for eligible participants under the NSW Smart and Skilled Program.
This training is subsidised by the NSW Government.
To be eligible for a subsidised place, you must be:
- An Australian Citizen, Australian Permanent Resident, Humanitarian Visa Holder or NZ Citizen
- 15 years old or over
- Living or working in NSW
- No longer be at school or equivalent.
There are compulsory student fees that must be paid. Some students may be fee exempt.
For more information please visit www.arctraining.com.au or call 1300 793 146.
The wide range of units provides participants with the knowledge and the specialist skills required to work efficiently and effectively in any call centre
Participants will need to complete four core units and eight elective units for this qualification. Here are the units that are available in our standard Certificate III in Customer Engagement program.
Keep in mind, ARC Training can tailor a qualification to reflect your company’s specialist roles or specific requirements.
|BSBCUE301||Use multiple information systems|
|BSBCUE307||Work effectively in customer engagement|
|BSBCUE309||Develop product and service knowledge for customer engagement operation|
|BSBCUS301||Deliver and monitor a service to customers|
|BSBWOR301||Organise personal work priorities and development|
|BSBCMM301||Process customer complaints|
|BSBCUE304||Provide sales solutions to customers|
|BSBCUE203||Conduct customer engagement|
|BSBWOR201||Manage personal stress in the workplace|
|BSBWHS302||Apply knowledge of WHS legislation in the workplace|
|BSBSLS407||Identify and plan sales prospects|
|BSBWOR203||Work effectively with others|
Training and assessment is conducted:
On the job – The Trainer accompanies the participant(s) while they undertake their normal activities. This may be in a one-on-one format or in small groups with other
participants doing the same training.
Off the job – Training takes place in a classroom either on a one-on-one basis or in small groups. It may involve discussions, presentations, role plays and simulated
RTO Code 91007
ARC Training training and education solutions for individuals and businesses Australia wide.
Your education is our focus, our support team are available to assist you right now!