Certificate II in Customer Engagement

BSB20215Certificate II in Customer Engagement

BSB20215 Certificate II in Customer EngagementCourse Code: BSB20215Certificate II in Customer Engagement

Are you a people person? Take advantage of the skills you already have and consider a career in Customer Engagement. This Certificate is perfect for people who love to work face-to-face with customers every day. You will learn to work with multiple communication channels, capture data and provide customer service. Once employed, you’ll enjoy working in your career as a Customer Service Representative under supervision and with some authority to delegate.

  • Studying Online
  • Payment Option
  • Nationally Recognised
  • Student Assistance Program
  • Funding Available
  • Learning Method

    Classroom / Workplace
  • Duration

    6 – 12 months.
  • RTO's

    This course is delivered by our Registered Training Organisation Maxis Solutions Pty Ltd RTO ID 91428.

Course Requirements

To achieve a BSB20215 Certificate II in Customer Engagement, a total of 9 units of competency must be completed; three core units and six elective units.

Qualification Pathway

After achieving this qualification, students may undertake:


Entry Requirements

There are no entry requirements for this qualification. It’s preferred that participants have obtained a minimum of a School Certificate or equivalent.

Participants will need to be able to access and use a personal computer including internet connection, word processing and spreadsheet processing software, for example MS Word and Excel.

Student Selection Process

The selection process is designed to ensure that students or trainees are enrolled in the qualification that best meets their needs.

Selection criteria will take into account various factors when deciding upon which students/trainees will be offered places in the program including;

  • The student or trainee needs and desired outcomes
  • The ability and commitment of the student or trainee to complete the course;
  • Eligibility requirements listed in the applicable National Training Package;
  • Students existing ability in the ACSF core skills, (learning, reading, writing, oral communication and numeracy)

Students or trainees not meeting these requirements will be directed to more suitable qualifications or skill development programs.

After completing this course you can pursue a career as a:

  • Customer Service Representative

Core Units

Unit CodeUnit Description
BSBCUE203Conduct customer engagement
BSBCUE205Prepare for work in a customer engagement environment
BSBCMM201Communicate in the workplace

Elective Units

Unit CodeUnit Description
BSBCUE301Use multiple information systems
BSBCUS201Deliver a service to customers
BSBITU203Communicate electronically
BSBWHS201Contribute to health and safety of self and others
BSBCMM301Process customer complaints
BSBWOR203Work effectively with others


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What Kirana Workforce Development Offers

  • QualityInvestment in people to the highest industry standard is delivered
  • DiscoveryUncover the hidden passion of your people
  • GrowthUnlock the potential of your business to grow strength to strength on the back of your people and products
  • ConfidenceWe've more than 7 year's experience in delivering relevant skills to an array of industry partners
  • SupportKirana will work with employers to ensure training isn't a financial burden to business

Client Testimonials

"I felt supported and enjoyed the positive atmosphere in the classroom. Our assessment booklets were marked and feedback was returned quickly."
Bianca Jefferies
CHC30212 Certificate III in Aged Care

Registered TrainingOrganisation

Our RTOs offer qualifications that are nationally recognised across a different range of industries.

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