As part of this course, students will achieve the following learning outcomes:

• Personal and professional development
• Maintaining schedules that meet individual and organisational needs
• Scheduling and prioritising work objectives and tasks
• Identifying needs and priorities of customers
• Skills to create word documents and electronic presentations

Specialising in Customer Engagement, students will also achieve the following outcomes:

• Providing excellence customer service
• Communicating via multiple channels, including face to face, phone, and email
• Adhering to key performance indicators
• Working effectively in a team environment
• Providing technical advice and capturing data

Through a combination of theory coursework and practical training, students will complete the following units of competency:

CORE

• BSBCRT311 Apply critical thinking skills in a team environment
• BSBPEF201 Support personal wellbeing in the workplace
• BSBSUS211 Participate in sustainable work practices
• BSBTWK301 Use inclusive work practices
• BSBWHS311 Assist with maintaining workplace safety
• BSBXCM301 Engage in workplace communication

ELECTIVES

• ICTSAS305 Provide ICT Advice to clients
• SIRXCEG002 Assist with customer difficulties
• BSBXCS303 Securely manage persnally identifiable information and workplace information
• BSBTEC202 Use digital technologies to communicate in a work environment
• BSBOPS304 Deliver and monitor a service to customers
• BSBOPS305 Process customer complaints
• BSBPEF301 Organise personal work priorities

This course is recommended to be undertaken via a traineeship pathway to gain relevant workplace experience and practice learned skills.

To be eligible for this training under the NSW Government's Smart and Skilled program, you must be:

• 15 years or older at the time of enrolment
• not currently enrolled in school
• living or working in NSW
• an Australian citizen, permanent resident, Humanitarian Visa holder, or New Zealand citizen.

Confirm your eligibility for Smart and Skilled training via the eligibility checker.

This training is subsidised by the NSW Government. Eligibility criteria applies.

This course is fully subsidised for students who complete it as part of a traineeship.

Students who choose to undertake this course outside of a traineeship pathway and who are not eligible for a fully funded placement - course fees are as follows:

• First Qualification - $1,320
• Second Qualification - $1,580
• Concession - $240

A student who falls into one of the below categories will qualify for fee-free training:

• Aboriginal or Torres Strait Islander person
• person with a disability
• dependant child, spouse or partner of a recipient of a Disability Support Pension
• Refugee or Asylum Seeker (and eligible partners) – for training up to and including Certificate IV
• recipient of a Fee-Free Scholarship – for training up to and including Certificate IV

Under the Skilling for Recovery Initiative, students who meet the eligibility criteria will also be eligible for fee-free training. For more information on eligibility for fee-free training, please refer to page 30 of the Smart and Skilled Fee Administration Policy.

This course is valued at $5,930 for students who are ineligible for government funding.

Training for this course will be delivered online.

Course duration is 12 months and training is self-paced.

This course is best suited for traineeships, but can also be undertaken separately under Smart and Skilled funding.

Enrol at any time via the link below and our team will be in touch to determine your eligibility and coordinate training requirements.

Further study options:

• Certificate IV in Business
• Certificate IV in Business - Customer Engagement

Career prospects:

• Customer Service Representative
• Receptionist
• Administration Assistant
• Clerical Worker