Qualification Outline
22/07/2026 5:40 AM AWST
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Certificate III in Customer Contact
Certificate III in Customer Contact
BSB30207
D133
Replaced
Replaced
National Endorsed, State Implementation and Classification
Releases
| Release Version | Release Date | TGA Status | DTWD Status |
|---|---|---|---|
| 1.00 | 10/03/2009 | Current | Approved |
Description
Descriptor
This qualification reflects the role of skilled operators who apply a broad range of competencies in a varied work context, using some discretion and judgement and relevant theoretical knowledge. They may provide technical advice and support to a team.
Job roles
Job roles and titles vary across different industry sectors. Possible job titles relevant to this qualification include:
call or contact centre agent
customer service representative
senior customer service representative
telesales representative.
Schedule
Packaging Rules
Total number of units = 126 core unit plus
6 electives units
The 6 elective units may be selected from the elective units listed in the BSB30207 qualification, or any currently endoresed Training Package or accredited course at the same qualification level.
Where elective units are being chosen from other Training Package qualifications, up to 2 of the 6 electives may be selected from Certificate II or Certificate IV qualifications.
Elective units must be relevant to the work outcome, local industry requirements and the qualification level.
1. Core Units
All 6 core units to be completed.
| State Code | National Code | Title | Hours | Type |
|---|---|---|---|---|
| D0888 | BSBOHS301B | Apply knowledge of OHS legislation in the workplace | 30 | Unit of competency |
| D0652 | BSBCUS301A | Deliver and monitor a service to customers | 40 | Unit of competency |
| D0949 | BSBPRO401A | Develop product knowledge | 20 | Unit of competency |
| D1028 | BSBWOR301A | Organise personal work priorities and development | 30 | Unit of competency |
| D0610 | BSBCCO301A | Use multiple information systems | 40 | Unit of competency |
| D1026 | BSBWOR203A | Work effectively with others | 20 | Unit of competency |
2. Elective Units
6 elective units to be completed.
The following list of elective units is an EXAMPLE ONLY of a selection of electives for this qualification. Please refer to the BSB07 Business Services Training Package for the full details of available options.
| State Code | National Code | Title | Hours | Type |
|---|---|---|---|---|
| D0612 | BSBCCO303A | Conduct a telemarketing campaign | 40 | Unit of competency |
| D0615 | BSBCCO306A | Process complex accounts | 40 | Unit of competency |
| D0630 | BSBCMM301A | Process customer complaints | 20 | Unit of competency |
| WB892 | BSBCCO304B | Provide sales solutions to customers | 40 | Unit of competency |
| D0948 | BSBPRO301A | Recommend products and services | 20 | Unit of competency |
| C9725 | FNSICCUS301B | Respond to customer enquiries | 20 | Unit of competency |
Replaced By
| State Code | National Code | Title | Type |
|---|---|---|---|
| D691 | BSB30211 | Certificate III in Customer Contact | Qualification |
VET Info Notes
1. This qualification is the copyright of The Australian National Training Authority.
2. Further information on this qualification is contained in the training Package available from Australian Training Products Ltd., Tel: (03) 9630 9836.
3. This qualification was entered on to the STARS by the Central CSSN on 19/06/2008.
Entry Requirements
Not applicable.
Traineeships and Apprenticeships