Certificate III in Customer Engagement

BSB30215Certificate III in Customer Engagement

BSB30215 Certificate III in Customer EngagementCourse Code: BSB30215Certificate III in Customer Engagement


Customer engagement is so important in the business industry – businesses that prioritise their customers consistently see growth in their industry. The truth is the buyers pay more for a better customer experience, and they leave when they experience poor customer service. Study a Certificate III in Customer Engagement and bring value to your future employer and business. This course will provide you with the skills and knowledge required to work in a range of complex customer service roles.

  • 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 Organisations Kirana Training Pty Ltd RTO ID 52247 and Insight Training Group Australia Pty Ltd RTO ID 32142.

Course Requirements

To achieve a BSB30215 Certificate III in Customer Engagement, a total of 12 units of competency must be completed (four core units and eight elective units) over two (2) terms.

Qualification Pathway

Upon successful completion of this qualification you may continue your studies and undertake the following:

Entry Requirements

It’s preferred that participants have obtained a minimum of a School Certificate or equivalent. It is suggested that students are able to access and use a personal computer including internet browser and email.

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:

  • Call Centre Operator
  • Client Contact Officer (Customer Service)
  • Customer Service Officer
  • Information Officer
  • Senior Customer Service Representative
  • Telemarketer

Core Units

Unit CodeUnit Description
BSBCUE301Use multiple information systems
BSBCUE307Work effectively in customer engagement
BSBCUE309Develop product and service knowledge for customer engagement operation
BSBCUS301Deliver and monitor a service to customers


Unit CodeUnit Description
BSBCUE203Conduct customer engagement
BSBCUE303Conduct a telemarketing campaign
BSBCUE403Schedule customer engagement activity
BSBCMM301Process customer complaints
BSBITU203Communicate electronically
BSBWOR203Work effectively with others
BSBWOR301Organise personal work priorities and development
BSBWHS302Apply knowledge of WHS in the workplace

Queensland Higher Level Skills – for students residing in Queensland

Funding for this qualification may be available through Higher Level Skills, a subsidised training program offered by the QLD Government. Higher Level Skills funding for this qualification is available to eligible students through our Registered Training Organisation: Kirana Training Pty Ltd RTO ID 52247 and Insight Training Group Australia Pty Ltd RTO ID 32142.

Queensland Higher Level Skills Funding Eligibility


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Registered TrainingOrganisation

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

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