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BSB30215 - Certificate III in Customer Engagement

Course Summary:

This qualification reflects the role of individuals working in a range of complex customer service roles. Duties at this level would include working with multiple communication channels, providing excellent customer service, adhering to key performance indicators, working in a team environment, providing support to a team, providing technical advice and capturing data. Individuals would work under supervision, but may have some authority to delegate.

Career Outcomes:

  • Customer Contact Operators
  • Customer Services Representatives
  • Reception Operators
  • Telesales Operators



Class Delivery



Part time

Full time

Part time

Full time





12 months

Delivery Method:            

  • Workplace / Flexible Delivery

How to Apply:                     

  • By phone:
    • Skillinvest Metro – 1300 135 008
    • Skillinvest Regional – 1300 308 620

Entry Requirements:

  • There are no prerequisites for this qualification

Fees and Charges:

  • Refer to the Fees & Charges link on the Skillinvest website (

Qualification Requirements:

  • To meet the packaging rules and attain the qualification, a total of 12 units must be completed, when selecting units:
    • 4 core units
    • 8 elective units

Core Units:

  • BSBCUE301 Use Multiple Information Systems
  • BSBCUE307 Work Effectively in Customer Engagement
  • BSBCUE309 Develop Product and Service Knowledge for Customer Engagement Operation
  • BSBCUS301 Deliver and Monitor a Service to Customers

Elective Units:

  • BABCMM301 Process Customer Complaints
  • BSBWOR203 Work Effectively with Others
  • BSBWOR301 Organise Personal Work Priorities and Development
  • BSBMGT401 Show Leadership in the Workplace
  • BSBSUS401 Implement and Monitor Environmentally Sustainable Work Practices
  • BSBWHS302 Apply Knowledge of WHS Legislation in the Workplace
  • BSBDIV301A Work Effectively with Diversity
  • BSBCUS402 Address Customer Needs