About the Course

This qualification reflects the role of individuals working in a range of complex customer service roles.

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

Individuals would work under supervision but may have some authority to delegate.


Outcome Options

Successful completion of BSB30215 Certificate III in Customer Engagement may lead to the job/employment outcomes of a:

  • Customer Services Representative
  • Sales Consultant

Learners issued with the full Qualification may continue on to other Business Certificate IV /Diploma level qualifications.

If a learner does not complete all of the required Units of Competency satisfactorily to be awarded the full BSB30215 Certificate III Customer Engagement qualification a Statement of Attainment will be issued for the individual units in which they have been assessed as competent.

Course Content

Below are the units that will be delivered for this course.

In order to successfully complete the full qualification, the learner must complete 4 core and 8 elective, altogether 12 units.

Unit Code Unit Title Core/ Elective
BSBCUE301 Use multiple information systems Core
BSBCUE307 Work effectively in customer engagement Core
BSBCUE309 Develop product and service knowledge for customer engagement operation Core
BSBCUS301 Deliver and monitor a service to customers Core
BSBWHS201 Contribute to health and safety of self and others Elective
BSBWOR203 Work effectively with others Elective
BSBDIV301 Work effectively with diversity Elective
BSBWOR301 Organise personal work priorities and development Elective
BSBCMM301 Process customer complaints Elective
BSBWOR403 Manage stress in the workplace Elective
BSBITU203 Communicate electronically Elective
BSBFLM312 Contribute to team effectiveness Elective

Recognition of Prior Learning

Recognition of Prior Learning (RPL) is an assessment process where partial or full credit can be granted for learning previously completed through structured or unstructured training, work experience or by some other means. Learners must be able to show, through the RPL processes, that the knowledge and skills they have are current and can be applied in the industry.

The Trainer/Assessor will go through TSA’s RPL policy and processes in order to determine if the learner would be a suitable RPL candidate.

Where the learner can provide appropriate and adequate evidence to support previous training and experience Training Specialists Australia may award the qualification through the recognition of prior learning process.

TSA also offers 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 or after 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.

Delivery and Assessment

This training will be delivered by the following modes:

  • Classroom delivery in the workplace
  • Workplace delivery – on the job
  • Self-directed/research learning delivery (trainer/assessor will be available for support)

This course will be delivered at the learner’s workplace which are Health and Safety assured.

Learners will be required to successfully complete all allocated assessments to be awarded this qualification. The assessments may include oral written questions, assessment tasks, case studies observations-at-work, third party report and log book.


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.


Entry and Assessment Requirements

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

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

Welfare and Support

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

TSA will be able to organise Language and Literacy and Numeracy (LLN) support when required. TSA 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 Fees and Payments

The course fee will be $3,500

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.