About the Course

The BSB20215 Certificate II in Customer Engagement provides learners with the skills and knowledge to capture customer data and provide customer services through multiple communication channels. Typically, these learners will have limited work discretion and working under direct supervision.

Upon successful completion of all allocated units within this qualification the learners will be awarded the BSB20215 Certificate II in Customer Engagement qualification.

If the learners decide to leave the course without completing they will still receive a Statement of Attainment for the unit/s they have successfully completed.


Upon successful completion of BSB20215 Certificate II in Customer Engagement learners may pursue their studies at Certificate III levels e.g.  BSB30215 Certificate III Customer Engagement.

This qualification may provide career pathways or job outcomes to work as a:

  • Customer Engagement Operator
  • Customer Contact Assistant
  • Customer Sales Operator
  • Call Centre Operator
  • Retail Operator

Course Content

Below is a list of units that will make up the BSB20215 Certificate II in Customer Engagement qualification.

In order to successfully complete the full qualification, the learner must complete 3 core and 6 elective, altogether 9 units, in this qualification. The chosen elective units will lead to the proposed career pathways or job outcomes of this qualification.

BSBCUE203 Conduct customer engagement Core
BSBCUE205 Prepare for work in a customer engagement environment Core
BSBCMM201 Communicate in the workplace Core
BSBCUE301 Use multiple information systems Elective
BSBITU203 Communicate electronically Elective
BSBCUS201 Deliver a service to customers Elective
BSBCMM301 Process customer complaints Elective
BSBWOR201 Manage personal stress in the workplace Elective
BSBWOR203 Work effectively with others Elective

Recognition of Prior Learning

If a learner has previous knowledge and skills gained through work experience and/or formal or informal education and training they may apply for the Recognition of Prior Learning (RPL) at the time of enrolment.

We also offer opportunities for Credit Transfers. If a learner has previously completed same or similar units linked with this qualification they may apply for Credit Transfer/s at the time of enrolment.

The learner may contact the RTO for more information on the processes of applying for the RPL and Credit Transfer.

Both RPL and Credit Transfer may reduce the duration of completing the qualification which will be determined by a qualified Trainer and Assessor of the RTO.

Scheduling and Location

All our training are pre-scheduled and delivered in a specific workplace or suitable pre-determined location.

The training for BSB20215 Certificate II in Customer Engagement follows a structured Delivery and Assessment Plan (DAP) where the trainer, the training location, duration and the delivery and assessment sessions are clearly identified.  The DAP will be provided to all learners prior to or at the time of enrolment.


This qualification may be completed in 12 months on a full-time basis. It may take 24 months to complete if this qualification is studied part-time.

The qualifications durations may be shortened due to a number of factors such as, Credit Transfers, recognition of Prior Learning and previous demonstrated skills and knowledge. This process will be determined by a qualified Trainer and Assessor of the RTO on a case-by case basis.

Entry and Assessment Requirements

There is no entry requirement to enrol in this course. Learners may have to undertake a simple Language, Literacy and Numeracy (LLN) test during the enrolment process to establish the individuals LLN skills and suitability into the course. Please refer to Welfare and Support below.

No licensing, legislative or certification requirements apply to this qualification.

Learners will be required to successfully complete all allocated assessments to be awarded this qualification. The assessments may include written questions, interviews, observations-at-work, role-plays, scenario analyses and others. Learners are also expected to participate in all scheduled classes, observations and assessment sessions.

Delivery Modes

This course will be mainly delivered at our client’s work places which are Health and Safety assured. The course may also be delivered for fee-for-service clients in suitably equipped venue.  The modes of delivery may include:

  • Lectures
  • Discussions
  • Group work, and
  • Observation of workplace practices and participation in practical work

Welfare and Support

If a learner has any disability issue in normally attending this course we can make reasonable adjustments in the delivery and assessment of this qualification. This will be done on a case-by-case basis.

Our RTO will be able to organise Language and Literacy and Numeracy (LLN) support when required. We will also assist learners in using assistive or new technologies when required or refer them to the appropriate support services needed such as interpreter or ready and writing assistance services.

Course Fee and Payments

The course fee will be $2,500

All materials and equipment required for this training will be provided by the RTO and/or the clients workplace and the learners are not required to buy any materials or equipment for this training. No other expenses are involved in this training except the fees indicated above.

Please note that this qualification cannot be delivered under a traineeship.

Please note that Training Specialists Australia are not currently offering this course