BSB20215 Certificate II in Customer Engagement

BSB20215 Certificate II in Customer Engagement

BSB20215 Certificate II in Customer Engagement

RPL - $450
(25% off services discount applied)



Take advantage of the skills you already have and start a career in Customer Engagement. This BSB20215 Certificate II in Customer Engagement is perfect for individuals who love to work face-to-face with customers every day.

Our BSB20215 Certificate II in Customer Engagement will teach you how to engage with customers using a range of media and technologies. Concentrating on following workplace guidelines, participants learn how to use engagement guides or scripts while responding to customer queries and processing customer complaints.


The BSB20215 Certificate II in Customer Engagement qualification can provide a number of career and further study outcomes.

After completing this course you could explore some of the following careers:

  • Customer Service Assistant
  • Retail Assistant
  • Call Centre Operator
  • Customer Engagement Specialist
  • Customer Service Representative
  • Sales Specialist

Gain knowledge and experience in areas such as:

  • Developing product and service knowledge
  • Processing customer complaints
  • Delivering a service to customers
  • Using technologies to communicate remotely

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

Packaging Rules

Total number of units = 12

1 core units  plus

11 elective units  of which:

  • 7 elective units must be selected from the elective units listed below
  • 4 elective units may be selected from the elective units listed below, or any currently endorsed Training Package or accredited course at the same qualification level
  • if not listed below, 2 of the 4 elective units may be selected from either a Certificate I or a Certificate III qualification.

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

BSBWHS201 Contribute to health and safety of self and others

Elective Units

BSBCUS201 Deliver a service to customers

BSBIND201 Work effectively in a business environment

BSBINM201 Process and maintain workplace information

BSBINM202 Handle mail

BSBINN201 Contribute to workplace innovation

BSBCMM201 Communicate in the workplace

BSBITU211 Produce digital text documents

BSBITU212 Create and use spreadsheets

BSBITU213 Use digital technologies to communicate remotely

BSBSMB201 Identify suitability for micro business

BSBSUS201 Participate in environmentally sustainable work practices

BSBWOR202 Organise and complete daily work activities

BSBWOR203 Work effectively with others

BSBWOR204 Use business technology

FNSACC311 Process financial transactions and extract interim reports

Upon successful completion of this course, participants will receive a Certificate II in Business (BSB20115). There are various opportunities for employment following this course including the following job roles:

Administration Assistant
Information Desk Clerk
Clerical Worker
Office Junior
Data Entry Operator


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