Total number of units = 12

4 core units plus

8 elective units, of which:

2 units must be from Group A elective units below

6 units may be from Group A or Group B elective units, or from qualifications at the same level or one higher in any endorsed Training Package or accredited course.

Elective units must be relevant to the work environment and the qualification, maintain the integrity of the AQF alignment and contribute to a valid, industry-supported vocational outcome.

Core Units

add topic BSBCUE301 Use multiple information systems

add topic BSBCUE307 Work effectively in customer engagement

add topic BSBCUE309 Develop product and service knowledge for customer engagement operation

add topic BSBCUS301 Deliver and monitor a service to customers

Elective Units

Group A

add topic BSBCUE203 Conduct customer engagement

add topic BSBCUE204 Collect data

add topic BSBCUE302 Deploy customer service field staff

add topic BSBCUE303 Conduct a telemarketing campaign

add topic BSBCUE304 Provide sales solutions to customers

add topic BSBCUE305 Process credit applications

add topic BSBCUE306 Process complex accounts

add topic BSBCUE308 Conduct outbound customer engagement

add topic BSBCUE403 Schedule customer engagement activity

add topic BSBCMM301 Process customer complaints

add topic BSBITU203 Communicate electronically

add topic BSBITU307 Develop keyboarding speed and accuracy

add topic BSBLED301 Undertake e-learning

add topic BSBWOR203 Work effectively with others

add topic BSBWOR301 Organise personal work priorities and development

Group B

add topic BSBMGT401 Show leadership in the workplace

add topic BSBMGT402 Implement operational plan

add topic BSBMGT405 Provide personal leadership

add topic BSBSLS407 Identify and plan sales prospects

add topic BSBSLS408 Present, secure and support sales solutions

add topic BSBSUS401 Implement and monitor environmentally sustainable work practices

add topic BSBWHS201 Contribute to health and safety of self and others

add topic BSBWHS302 Apply knowledge of WHS legislation in the workplace

add topic BSBWOR201 Manage personal stress in the workplace

add topic FNSSAM301 Identify opportunities for cross-selling products and services

add topic ICTICT209 Interact with ICT clients

add topic ICTSAS204 Record client support requirements

add topic ICTSAS305 Provide ICT advice to clients

Entry Requirements