Certificate III in Customer Contact

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.

Job roles

Possible job roles relevant to this qualification include:

customer contact agents or operators

customer services representatives

telesales representatives.


Total number of units = 12

4 core units plus

8 elective units of which:

2 units must be from Group A elective units below

the remaining 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 BSBCCO301B Use multiple information systems

add topic BSBCCO307A Work effectively in customer contact

add topic BSBCCO309A Develop product and service knowledge for customer contact operation

add topic BSBCUS301B Deliver and monitor a service to customers

Elective units

Group A

add topic BSBCCO203A Conduct customer contact

add topic BSBCCO204A Collect data

add topic BSBCCO302B Deploy customer service field staff

add topic BSBCCO303B Conduct a telemarketing campaign

add topic BSBCCO304C Provide sales solutions to customers

add topic BSBCCO305B Process credit applications

add topic BSBCCO306B Process complex accounts

add topic BSBCCO308A Conduct outbound customer contact

add topic BSBCCO403A Schedule customer contact activity

add topic BSBCMM301B Process customer complaints

add topic BSBITU203A Communicate electronically

add topic BSBITU307A Develop keyboarding speed and accuracy

add topic BSBLED301A Undertake elearning

add topic BSBWOR203A Work effectively with others

add topic BSBWOR301B Organise personal work priorities and development

Group B

add topic BSBMGT401A Show leadership in the workplace

add topic BSBMGT402A Implement operational plan

add topic BSBMGT405A Provide personal leadership

add topic BSBOHS201A Participate in OHS processes

add topic BSBOHS301B Apply knowledge of OHS legislation in the workplace

add topic BSBSLS407A Identify and plan sales prospects

add topic BSBSLS408A Present, secure and support sales solutions

add topic BSBSUS301A Implement and monitor environmentally sustainable work practices

add topic BSBWOR201A Manage personal stress in the workplace

add topic FNSSAM301A Identify opportunities for cross-selling products and services

add topic ICAICT209A Interact with ICT clients

add topic ICASAS204A Record client support requirements

add topic ICASAS305A Provide IT advice to clients


    Pathways into the qualification

    Preferred pathway for candidates considering this qualification include:

    BSB20211 Certificate II in Customer Contact or other relevant qualifications


    vocational experience assisting in a range of support roles without a formal business qualification.

    Pathways from the qualification

    BSB40311 Certificate IV in Customer Contact or a range of other Certificate IV qualifications.

Entry Requirements

There are no entry requirements for this qualification.

Licensing Information

There is no direct link between this qualification and licensing, legislative and/or regulatory requirements.

Employability Skills

The following table contains a summary of the employability skills required by industry for this qualification. The employability skills facets described here are broad industry requirements that may vary depending on qualification packaging options.

Employability skill

Industry/enterprise requirements for this qualification include:


listening and questioning to identify customer needs

using appropriate tone and language

writing customer notes, emails and faxes


referring matters to nominated personnel as required

working as a member of a team and applying knowledge of one’s own role to achieve team goals

working with diverse persons and groups


processing complex enquiries

searching product and service information, using multiple sources of information to match customer requests

using problem-solving approaches to identify customer needs and expectations

Initiative and enterprise

contributing to suggestions for improvements to products, services and processes

supporting operational plans and organisational goals

Planning and organising

maintaining customer records

managing and updating multiple information sources

operating multiple enterprise systems


managing own performance

managing own time and work priorities

managing personal stress


learning new ideas, skills and techniques

seeking appropriate technical help with new computerised systems, products and services


using electronic communication devices and processes to action customer contact, i.e. internet, intranet, telephony equipment, software packages, enterprise systems and email

using technology to assist the manipulation of information