Course Description

This BSB30115 Certificate III in Business course will help you to develop skills in customer service, financial processes and resources coordination. You will also learn to create documents, spreadsheets and presentations, as well as how to organise your work priorities and identify opportunities for personal development.

This program will prepare you for such roles as customer service advisor, data entry operator, general clerk or payroll officer.

This BSB30115 Certificate III in Business course will help you to develop skills in customer service, financial processes and resources coordination. You will also learn to create documents, spreadsheets and presentations, as well as how to organise your work priorities and identify opportunities for personal development.

This program will prepare you for such roles as customer service advisor, data entry operator, general clerk or payroll officer.

Potential career outcomes

  • Administration Officer/Clerk
  • Customer Service Advisor
  • Data Entry Operator
  • General Clerk
  • Personal Assistant
  • Receptionist

Disclaimer

The Course Material provided by Open Colleges Pty Ltd is based on the legislative framework provided and maintained by the Australian Government. Any reference to legislation, Australian Standards, Codes of Practice and guidelines for industry will be based on the use of the appropriate Australian legislative framework.

Course number E1056IN
Qualification name BSB30115 Certificate III in Business
Course duration Maximum 18 months
Delivery Method Online
Recognition Nationally Recognised Nationally Recognised Training
Assessments Case studies, Portfolio of evidence, Questions, Written reports
Awarded by
  • Open Colleges (Provider number: 90796)

This BSB30115 Certificate III in Business course will help you to develop skills in customer service, financial processes and resources coordination. You will also learn to create documents, spreadsheets and presentations, as well as how to organise your work priorities and identify opportunities for personal development.

This program will prepare you for such roles as customer service advisor, data entry operator, general clerk or payroll officer.

Open Colleges may make changes to the course from time to time to reflect changes introduced to the relevant Training Package or other regulatory requirements. Please download the course guide for current information about the course and its status.

Module 1

  • Plan document
  • Draft document
  • Review document
  • Write final document

Module 2

  • Prepare and produce word-processed documents
  • Use safe work practices to ensure ergonomic, work organisation, energy and resource conservation requirements are addressed
  • Identify document purpose, audience and presentation requirements, and clarify with relevant personnel as required
  • Identify organisational and task requirements for text-based business documents to ensure consistency of style and image
  • Design document structure and layout to suit purpose, audience and information requirements of the task
  • Design document to enhance readability and appearance and to meet organisational and task requirements for style and layout
  • Use style sheets and automatic functions to ensure consistency of design and layout
  • Add tables and other data
  • Insert a standard table into a document, changing cells to meet information requirements
  • Insert and delete columns and rows as necessary
  • Insert images and other data to meet information required specifications
  • Produce text documents
  • Use advanced software functions to enable efficient production of documents
  • Enter or import and edit text and other data to meet required specifications
  • Preview, adjust and print documents in accordance with organisational and task requirements
  • Name and store text documents in accordance with organisational requirements and exit the application without information loss/damage
  • Prepare text documents within designated timelines and organisational requirements for speed and accuracy
  • Use manuals, user documentation and online help to overcome problems with document design and production

Module 3

  • Identify customer needs
  • Deliver a service to customers
  • Monitor and report on service delivery

Module 4

  • Respond to complaints
  • Process customer complaints using effective communication in accordance with organisational procedures established under organisational policies, legislation or codes of practice
  • Obtain, document and review necessary reports relating to customer complaints
  • Make decisions about customer complaints, taking into account applicable legislation, organisational policies and codes
  • Negotiate resolution of the complaint and obtain agreement where possible
  • Maintain a register of complaints/disputes
  • Inform customer of the outcome of the investigation
  • Refer complaints
  • Identify complaints that require referral to other personnel or external bodies
  • Make referrals to appropriate personnel for follow up in accordance with individual level of responsibility
  • Forward all documents and investigation reports
  • Follow up appropriate personnel to gain prompt decisions
  • Exercise judgement to resolve customer service issues
  • Identify implications of issues for customer and organisation
  • Analyse, explain and negotiate appropriate options for resolution with customer
  • Propose viable options in accordance with appropriate legislative requirements and enterprise policies
  • Ensure matters for which a solution cannot be negotiated are referred to appropriate personnel

Module 5

  • Collect and assess information
  • Organise information
  • Review information needs

Module 6

  • Organise and complete own work schedule
  • Monitor own work performance
  • Coordinate personal skill development and learning

Module 7

  • Determine the legal framework for WHS in the workplace
  • Contribute to activity that reflects WHS legislative requirements
  • Keep up-to-date with legislation and relevant publications

Module 8

  • Identify current resource use
  • Comply with environmental regulations
  • Seek opportunities to improve resource efficiency

Module 9

  • Prepare to create presentation
  • Create presentation
  • Finalise presentation

Module 10

  • Advise on resource requirements
  • Monitor resource usage and maintenance
  • Acquire resources

Module 11

  • Select and prepare resources
  • Plan spreadsheet design
  • Create spreadsheet​
  • Produce simple charts
  • Finalise spreadsheets

Module 12

  • Maintain daily financial records
  • Maintain general ledger
  • Monitor cash control

Minimum age

You will need to be at least 18 years old.

English

This course requires learners to read online learner modules, undertake a range of task-driven assessments and engage in online discussions. Consequently, learners need to have an effective command of written and spoken English. As a guide we recommend that learners currently or have previously:

  • Been employed in a workplace for at least one year, where they predominantly use English language in verbal and written communications and/or;
  • Have successfully completed one year of study taught predominately in English language and/ or;
  • Have achieved an International English Language Testing System (IELTS) examination score of 5.5 during the past three years and/or;
  • Have achieved an overall pass score on our free Open Colleges Language, Literacy and Numeracy tool available on our website for a Certificate III.

Computing

You will need access to a computer and the internet and have basic computing skills. Minimum specifications for your computer are:

All users:

  • Microsoft Office 2010 or equivalent
  • Broadband internet connection
  • 2GB of RAM
  • CD-ROM or DVD drive
  • Adobe Reader XI or equivalent
  • Adobe Flash Player 10 or higher.
  • Access to printer and associated software
  • Access to scanner and associated software
  • Digital imaging software
  • File compression software.

Windows users:

  • Microsoft Windows 7 or higher (Windows 8 recommended)
  • 1 Ghz or faster processer (2GHz recommended)

Mac OS users:

  • Mac OSX v10.5 or higher (Mac OSX v10.6 recommended)
  • 1 Ghz or faster processer (2GHz recommended)

Other requirements

Office equipment and resources including telephone, photocopier, scanner and printer.

Skills

To successfully complete this course, you will require basic computing skills. This includes:

  • Creating, saving and editing Microsoft Office documents
  • Accessing and searching the internet
  • Downloading and saving documents from websites
  • Uploading documents through websites
  • Participating in online discussions
  • Connecting digital cameras and downloading and storing images and audio files
  • Connecting digital video devices and downloading and storing videos
  • Compressing image, audio and video files.

Additional

A minimum of two participants are required for the video assessments.

Language, Literacy and Numeracy

Our free online assessment tool can help give you an idea of the language, literacy and numeracy skills needed to study this course. This tool can also help you determine your learning level and help you plan your future studies.

You can access the Language, Literacy and Numeracy tool here.

Start learning for less. Our payment options could help you make considerable savings on the cost of this course. 

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Pay just 100.00 AUD to get started with your course. Find out more about paying for your course here.

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