BSB20215 Certificate II in Customer Engagement


Link to RPL Application 


Certificate II in Customer Engagement is the perfect entry-level qualification for those interested in customer service. Every business needs employees who can create amazing experiences for their customers!

This qualification is designed for individuals who would typically work with multiple communication channels, capture data and provide customer service. Typically, individuals in this role work under direct supervision, with limited authority to delegate


Upon successful completion of this course, a Certificate II in Customer Engagement (BSB20215) will be awarded. This qualification is suited to those looking to begin careers in the following fields:

Customer Service Assistant
Retail Assistant
Call Centre Operator


You will gain knowledge and experience in areas such as:

Conduct customer engagement

Prepare for work in a customer engagement environment

Communicate in the workplace

Develop product and service knowledge for customer engagement operation


Already have experience in Customer engagement? Apply for RPL and gain your qualification sooner!




 Training and assessment is delivered in partnership with Asset Training Australia (RTO #31718)

Core and elective units

Packaging Rules
Total number of units = 9

3 core units plus

6 elective units , of which:

3 units must be from the elective units below
the remaining 3 units may be from the elective units below, 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

BSBCUE203 Conduct customer engagement

BSBCUE205 Prepare for work in a customer engagement environment

BSBCMM201 Communicate in the workplace

Elective Units

BSBCUE301 Use multiple information systems

BSBCUE305 Process credit applications

BSBCUE308 Conduct outbound customer engagement

BSBCUE309 Develop product and service knowledge for customer engagement operation

BSBCMM301 Process customer complaints

BSBCUS201 Deliver a service to customers

BSBITU101 Operate a personal computer

BSBITU203 Communicate electronically

BSBLED301 Undertake e-learning

BSBWHS201 Contribute to health and safety of self and others

BSBWOR201 Manage personal stress in the workplace

BSBWOR203 Work effectively with others

ICTICT103 Use, communicate and search securely on the internet

ICTICT203 Operate application software packages


(Packaging rules originate at the Australian Government Department of Education and Training website.

Industry Information


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