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Certificate III in Customer Contact

Certificate III in Customer Contact

Course Code: BSB30211
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The Certificate III in Customer Contact 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.


Course Structure

Participants undertake the study of this qualification online, using Upskilled's customised Learning Management System. The online program is conducted over a 12 month period and employs an approach that blends distance and online education in the management and delivery of learning resources.



There are no formal prerequisites for this qualification; however, the preferred pathways into this qualification include:

  • BSB20211 Certificate II in Customer Contact, or other relevant qualifications OR
  • Vocational experience assisting in a range of support roles without a formal business qualification


Recognition Of Prior Learning (RPL)

RPL is available for each Unit of Competency based on relevant workplace experience, formal training, or other expertise. To apply for RPL, please submit documentation in portfolio form for evaluation by Upskilled assessors.



Competency determination is made after all relevant evidence is gathered. Upskilled is receptive to evidence gathered from a variety of sources, including our own assessment processes.

Upskilled assessment processes include:

  • Recognition of Prior Learning / Credit Transfer
  • Written / Verbal questions
  • Written reports / Case studies
  • Portfolio assessments
  • Scenarios          



Upskilled's online courses include detailed learning materials, assessments, online trainer support and certification upon successful completion.

Unit Outline

Unit Outline

The course consists of twelve (12) units of competency, comprising four (4) core and eight (8) elective units.

Upskilled has developed a program that meets the requirements of the qualification, as shown below. Alternative combinations of units of competency are possible within the rules of the training package. Potential participants wishing to discuss alternative units should contact Upskilled's office.

Core Units

Unit Code
Core Unit Description
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

Unit Code
Elective Unit Description
BSBWHS302A Apply knowledge of WHS legislation in the workplace
BSBWOR203A Work Effectively with Others
BSBWOR301B Organise Personal Work Priorities and Development
FNSSAM301A Identify opportunities for cross-selling products and services
BSBITU203A Communicate electronically
BSBCCO304C Provide Sales Solutions to Customers
BSBCMM301B Process customer complaints
BSBWOR201A Manage personal stress in the workplace





Career Outcomes

Career Outcomes

Possible job roles relevant to this qualification include:

  • Customer Contact agents or operators
  • Customer Services representatives
  • Telesales Representatives

Further Study

For those wishing to continue their study, the preferred pathway from this qualification is the BSB40311 Certificate IV in Customer Contact, or a range of other qualifications at Certificate IV level.



Course Fees and Payment Options

Pay By Weekly Installment (Interest Free) Pay By Monthly Installment (Interest Free) Pay Upfront
$55 per week with a $195 enrolment fee¹ $350 per month with a $605 enrolment fee² Pay upfront $2,750, saving $305 (10% discount)

¹Payments made over a period of 52 consecutive weeks, totalling $3,055
²Payments made over a period of 7 consecutive months, totalling $3,055

Location & Date

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Date Location State Delivery Method  
14/01/2015 N/A N/A Enquire Now
28/01/2015 N/A N/A Enquire Now
11/02/2015 N/A N/A Enquire Now
25/02/2015 N/A N/A Enquire Now
11/03/2015 N/A N/A Enquire Now
25/03/2015 N/A N/A Enquire Now
08/04/2015 N/A N/A Enquire Now
22/04/2015 N/A N/A Enquire Now
13/05/2015 N/A N/A Enquire Now
27/05/2015 N/A N/A Enquire Now


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