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Certificate II in Customer Engagement

BSB20215
Average Course Fee: $2500
Average Duration: 5 Months

This qualification reflects the role of individuals who typically work with multiple communication channels, capture data and provide customer service. Typically, individuals in this role work under direct supervision, with limited authority to delegate.

Licensing/Regulatory Information

No licensing, legislative or certification requirements apply to this qualification at the time of publication.

These are the outcomes of graduates surveyed six months after completing their training for Certificate II in Customer Engagement

81.3%

Satisfied with the training
62.0%

Received job-related
benefits from training
Call Or Contact Centre Operator ( ANZSCO code 541112)
Expected job openings
Expected job openings are: average Low Below average Average Above average High
Average
34,000 persons were employed as Call or Contact Centre Workers in 2015. Job openings over the next 5 years are expected to be between 10,001 and 25,000.
Average weekly full time earnings
Average weekly full time earnings are: low Low Below average Average Above average High
Low
Average weekly full time earnings before tax for Call or Contact Centre Workers in 2014 are: $913. Average earnings for all occupations are: $1,200
Source: Department of Employment. For full details on Call or Contact Centre Workers visit Job Outlook
This qualification is available as an Australian Apprenticeship in the states and territories shown by blue colouring in the table below.

  1. ACT
  2. NSW
  3. NT
  4. QLD
  5. SA
  6. TAS
  7. VIC
For more information on apprenticeship pathways, please visit this course on aapathways.com.au
This course may be subsidised in the following state and territories

  1. ACT
  2. NSW
  3. NT
  4. QLD
  5. SA
  6. TAS
  7. VIC

For more information about financial support and subsidies for training, please refer to the Financial assistance page

Total number of units = 9

3 core units plus

6 elective units, of which:

  • 3 units must be from the elective units below
  • the remaining 3 units may be from the elective units below, or from qualifications at the same level or one higher in any endorsed Training Package or accredited course.
  • Elective units must be relevant to the work environment and the qualification, maintain the integrity of the AQF alignment and contribute to a valid, industry-supported vocational outcome.

    Core Units

    BSBCUE203 Conduct customer engagement

    BSBCUE205 Prepare for work in a customer engagement environment

    BSBCMM201 Communicate in the workplace

    Elective Units

    BSBCUE301 Use multiple information systems

    BSBCUE305 Process credit applications

    BSBCUE308 Conduct outbound customer engagement

    BSBCUE309 Develop product and service knowledge for customer engagement operation

    BSBCMM301 Process customer complaints

    BSBCUS201 Deliver a service to customers

    BSBITU101 Operate a personal computer

    BSBITU203 Communicate electronically

    BSBLED301 Undertake e-learning

    BSBWHS201 Contribute to health and safety of self and others

    BSBWOR201 Manage personal stress in the workplace

    BSBWOR203 Work effectively with others

    ICTICT103 Use, communicate and search securely on the internet

    ICTICT203 Operate application software packages

    Read More

    Find a course unit



    The following occupations relate to this qualification.

    Customer Service Representative
    The following industry sectors relate to this qualification.

    Advertising and Marketing
    Business Services
    Community Services
    Cultural Industries
    Customer Service
    Education Administration
    Financial Services
    Health and Community Services
    Retail Services
    Services Industry



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    Course fee: not provided $
    Duration : not provided  


    Training Provider Comparison

    Course summary
    This organisation only provides assessment services for this course
    For more information about this provider’s delivery of , please contact the training provider directly.
    Provider code:
    Course length:
    Study mode:
    Course available as an Australian Apprenticeship or Traineeship
    Provider description
    Course fees
    Duration
    Online delivery

    Online (training available online or via email submission)

    This provider has not supplied specific information about their delivery of

    Please contact them below for further details

    ENQUIRE NOW

    Training provider summary
    This training organisation provides:
      Delivery and assessment services.
      Assessment only services.
      Courses of study through Australian Apprenticeships and Traineeships.
      Recognition for prior learning.
      Financial assistance via VET Student Loans.
    Training provider type
    Registration status
    Subsidies
    This training provider is authorised to deliver subsidised courses in the following states and territories
    1. ACT
      ACT
    2. NSW
      NSW
    3. NT
      NT
    4. QLD
      QLD
    5. SA
      SA
    6. TAS
      TAS
    7. VIC
      VIC
    8. WA
      WA
    Training options
    This training provider offers courses in the following delivery modes:

    The following facilities are required at the training site:

    Offsite training is avaliable in the following locations:
    Within a radius of Km from
    Limited to the following cities:
    Limited to the following postcodes:
    Online (training available online or via email submission)
    Distance (training available via correspondence)
    Attendance required (training includes some fixed-time online lectures or fixed time class components)
    Fixed submission dates (assessment pieces have set submission dates)
    Self-paced (training has no set class times of set submission dates)

    Facilities
    Services
    Name
    Phone
    Fax
    Email
    Address
    Training organisation website
    Course enrolment webpage
    APPLY FOR THIS COURSE

    RTO Code: | Type: | Operating since
    Course fee: not provided
    Subsidies available
    VET Student Loan eligible
    Duration: not provided
    Available online
    This organisation only provides assessment services for this course

    Course always available

    The following facilities are required at the training site:

    Offsite training is avaliable in the following locations:
    Within a radius of deliveryItem.Radius Km from
    Limited to the following cities:
    Limited to the following postcodes:
    Online (training available online or via email submission)
    Distance (training available via correspondence)
    Attendance required (training includes some fixed-time online lectures or fixed time class components)
    Fixed submission dates (assessment pieces have set submission dates)
    Self-paced (training has no set class times of set submission dates)

    This RTO can offer VET Student Loans for certain approved courses. A VET Student Loan is a capped loan from the Australian Government to help you pay your tuition fees. Your initial loan debt amount (loan and loan fee, if applicable), plus indexation, must be paid back once you start earning over a certain amount. The amount for the 2016-2017 income year is $54,869.

    For more information, visit the Department of Education and Training or StudyAssist.


    Contact information
    Name
    Phone
    Fax
    Address
    Training organisation website Campus website
    Student outcomes for Certificate II in Customer Engagement

    These are the outcomes of graduates surveyed six months after completing their training for Certificate II in Customer Engagement

    42.9%

    Of people who were not employed before starting their course were employed after completing it.
    Data not available for this course
    Labourers
    25.7%
    Labourers
    Community and Personal Service Workers
    20.3%
    Community and Personal Service Workers
    Clerical and Administrative Workers
    13.5*%
    Clerical and Administrative Workers
    Median salary of those employed in their first full-time job
    (includes those employed prior to training)

    na

    na


    Destination
    after training
    This
    course
    Similar
    courses
    All Certificate II courses
    Employed or in further study after training (%) 76 77.2 81
    Employment outcomes:
    Employed (%)
    Full-time (%)
    Part-time (%)
     
    63.6
    10.7*
    52.9
     
    60.6
    19.1
    41.4
     
    68.8
    40.5
    27.6
    Further study outcomes:
    Enrolled at University (%)
    Enrolled at TAFE (%)
    Enrolled at Other provider (%)
     
    -
    6.6*
    28.9
     
    7.4
    12
    20.6
     
    4.1
    13.9
    16
    Satisfied with the training (%) 81.3 87 89.3
    Received job-related benefits from training (%) 62 67.2 65.5
    Received personal benefits from training (%) 94.6 91.8 89.3
    Achieved main reason for undertaking training (%) 84 73.4 80.4
    Recommend the training to other (%) 87.2 89.1 92.3

    Employment
    status
    This
    course
    Similar
    courses
    All Certificate II courses
    Median salary (Full-time) ($) - - na
    Top Occupations (%):
    Labourers
    Community and Personal Service Workers
    Clerical and Administrative Workers
     
    25.7
    20.3
    13.5*
     
    34
    16
    15.4
     
    28
    21.3
    13.6
    Top Industries (%):
    Accommodation and Food Services
    Administrative and Support Services
    Retail Trade
     
    24.3
    20.3
    13.5*
     
    31.9
    24.4
    7.9*
     
    19.4
    9.9
    9.9

    Employment
    status
    This
    course
    Similar
    courses
    All Certificate II courses
    Employed after training (%) - 85 87.1
    Median salary (Employed full-time) ($) - - na
    Enrolled in further study (%) - 40.3 32.3
    Satisfied with the training (%) - 84.7 89
    Achieved main reason for undertaking training (%) - 77.9 84.8

    Employment
    status
    This
    course
    Similar
    courses
    All Certificate II courses
    Employed after training (%) 42.9 37.3 38.5
    Median salary (Employed full-time) ($) - - na
    Enrolled in further study ($) 39.7 40.8 38
    Satisfied with the training (%) - 90.9 89.9
    Achieved main reason for undertaking training (%) - 69.6 73.5

    Please Note:
    All statistics are supplied by the National Centre for Vocational Education Research.
    * The estimate has a relative standard error greater than 25% and therefore should be used with caution.
    ** NCVER does not report on estimates based on less than 5 respondents because the estimates are unreliable.
    For more information, please refer to the Statistics Explained page.

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    Accommodation and Food Services
    24.3
    Accommodation and Food Services
    Administrative and Support Services
    20.3
    Administrative and Support Services
    Retail Trade
    13.5*
    Retail Trade
    Business Services
    Stream Certificate II Certificate III Certificate IV Diploma Advanced Diploma
    Business, Business Administration and Sales          
    Leadership & Management          
    Legal and Conveyancing          
    Medical          
    Small Business and Franchising          
    Education          
    International Trade          
    Advertising          
    Marketing & Communication          
    Purchasing          
    Recordkeeping          
    Project Management          
    Human Resources and Work Health & Safety          
    Governance          
    Quality Auditing          
    International Education          
    Library & Information Services          
    Environmental Management          

    Note: Information provided as a guide only.  Chart developed by the Australian Apprenticeships & Traineeships Information Service (aatinfo.com.au). Information in this chart may be reproduced with acknowledgement of its source: "The Australian Apprenticeships & Traineeships Information Service (aapathways.com.au/jpc) funded by the Australian Government Department of Education and Training".