BSB30215 – Certificate III in Customer Engagement

Our BSB30215 – Certificate III in Customer Engagement qualification reflects the roles 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.

This business course has been developed in consultation with those who work in the industry.

Course Highlights

Upon successfully completing this nationally recognised qualification, you will be able to:

  • Use information systems and develop product and service knowledge;
  • Improve workplace communication and customer service skills; and
  • Conduct customer engagement and process customer complaints.

Entry Requirements

There are no pre-requisites for this course. Students are required to provide their Unique Student Identifier, photo identification and meet the language, literacy, and numeracy requirements.

Upon enrolment if you wish Aurora Training and Professional Services Pty Ltd to obtain a USI on your behalf, this will need to be indicated on the enrolment form provided. Speak to us today.

Career Prospects

Successful completion of the BSB30215 – Certificate III in Customer Engagement course, may lead to employment opportunities, such as:

  • Customer Service Representative;
  • Customer Engagement Operator; or
  • Sales Consultant.

Please note: This course provides skills and knowledge to the industry standard, but does not guarantee a job.

Duration & Mode

This qualification can be completed in twelve months. The volume of learning offered by our registered training organisation (RTO) may vary per student depending on their existing skills and knowledge. More experienced students are likely to complete at the lower end of the volume and less experienced at the higher end.

On average students are required to study a minimum of 25 hours per week consisting of Online Assessments, Self-Directed Study and some Face to Face classes. Each student will be provided with a course delivery schedule including the location of Face to Face classes.


The finer details revealed

This course, BSB30215 Certificate III in Customer Engagement, is delivered through Aurora Training & Professional Services Pty Ltd and J2S Training Solutions Pty Ltd.

  • RTO Codes: 90966 and 90940.
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The Units of Competency are

This course contains 12 Units of Competency. Click to reveal.

This qualification consist of 12 units of competency, as shown below. Please call Stride Learning for enquiries about customisation and contextualisation:

  • BSBCMM301 – Process customer complaints (E)
  • BSBCUE203 – Conduct customer engagement (E)
  • BSBCUE301 – Use multiple information systems (C)
  • BSBCUE307 – Work effectively in customer engagement (C)
  • BSBCUE309 – Develop product and service knowledge for customer engagement operation (C)
  • BSBCUS301 – Deliver and monitor a service to customers (C)
  • BSBCUS402 – Address customer needs (E)
  • BSBITU203 – Communicate electronically (E)
  • BSBWHS302 – Apply knowledge of WHS legislation in the workplace (E)
  • BSBWOR201 – Manage personal stress in the workplace (E)
  • BSBWOR203 – Work effectively with others (E)
  • BSBWOR301 – Organise personal work priorities and development (E)


(C) – Core unit; (E) – Elective unit

Nationally Recognised Training

Stride Learning RTOs and staff are fully committed to offering the most appropriate study opportunity to each individual. People from all backgrounds and those with a disability are welcomed to apply. We will endeavour to meet your specific learning need, which may require us to refer you to a more suitable course and provider.

If you are residing in NSW or QLD, you may be eligible to be subsidised for some or all of your training fees and charges. Please contact us to determine your eligibility.

Please note: different state governments have different policies on the number – and range of training – that may be subsidised. We will check and advise you when you call us. For example, by undertaking a qualification subsidised by the QLD government, under the Certificate 3 Guarantee or Higher Skills Programs, you will no longer be eligible for another government subsidised place at that level.

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