Asset College’s – BSB30215 Certificate III in Customer Engagement


Link to RPL Application 


This qualification reflects the role is designed for individuals who would be working in a range of complex customer under supervision and with some authority to delegate.

Duties at this level would include working with numerous 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.


Upon successful completion of this course, a Certificate III in Customer Engagement (BSB30215) will be awarded. This qualification is suited to those looking to begin careers in the following roles:

Customer Service Agents and Operators
Customer Services Representatives
Call Centre Operators


You will gain knowledge and experience in areas such as:

Use multiple information systems

Work effectively in customer engagement

Develop product and service knowledge for customer engagement operation

Deliver and monitor a service to customers


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



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

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Core and elective units

Packaging Rules
Total number of units = 12

4 core units plus

8 elective units, of which:

2 units must be from Group A elective units below
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

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

Group A

BSBCUE203 Conduct customer engagement

BSBCUE204 Collect data

BSBCUE302 Deploy customer service field staff

BSBCUE303 Conduct a telemarketing campaign

BSBCUE304 Provide sales solutions to customers

BSBCUE305 Process credit applications

BSBCUE306 Process complex accounts

BSBCUE308 Conduct outbound customer engagement

BSBCUE403 Schedule customer engagement activity

BSBCMM301 Process customer complaints

BSBITU203 Communicate electronically

BSBITU307 Develop keyboarding speed and accuracy

BSBLED301 Undertake e-learning

BSBWOR203 Work effectively with others

BSBWOR301 Organise personal work priorities and development

Group B

BSBMGT401 Show leadership in the workplace

BSBMGT402 Implement operational plan

BSBMGT405 Provide personal leadership

BSBSLS407 Identify and plan sales prospects

BSBSLS408 Present, secure and support sales solutions

BSBSUS401 Implement and monitor environmentally sustainable work practices

BSBWHS201 Contribute to health and safety of self and others

BSBWHS302 Apply knowledge of WHS legislation in the workplace

BSBWOR201 Manage personal stress in the workplace

FNSSAM301 Identify opportunities for cross-selling products and services

ICTICT209 Interact with ICT clients

ICTSAS204 Record client support requirements

ICTSAS305 Provide ICT advice to clients


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

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