BSB30215 Certificate III in Customer Engagement

BSB30215 Certificate III in Customer Engagement

BSB30215 Certificate III in Customer Engagement

RPL - $675
(25% off services discount applied)

STUDY ONLINE - $1312.50
(25% off services discount applied)


Our BSB30215 Certificate III in Customer Engagement qualification is for people who want to work or gain confidence in the area of communication. Individuals who perform a range of advanced customer care functions usually performed in a team environment and under supervision with some authority to delegate.

Responsibilities at this level would include working with multiple communication channels, providing exceptional customer service, adhering to key performance indicators, working in a team environment, providing support to a team, providing technical advice, and capturing data.


The BSB30215 Certificate III 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 Agents and Operators
  • Customer Services Representatives
  • Call Centre Operators
  • Information Services Officer
  • Telemarketer
  • Customer Service Officer
  • Information Officer

Gain knowledge and experience in areas such as:

  • Conducting customer engagement
  • Deploying customer service field staff
  • Conducting a telemarketing campaign
  • Providing sales solutions to customers

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

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

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