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Certificate III in Customer Engagement

BSB30215
Average Course Fee: $2300
Average Duration: 13 Months

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.

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 III in Customer Engagement

78.9%

Satisfied with the training
42.7%

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 = 12

4 core units plus

8 elective units, of which:

  • 2 units must be from Group A elective units below
  • 6 units may be from Group A or Group B elective units, 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

    BSBCUE301 Use multiple information systems

    BSBCUE307 Work effectively in customer engagement

    BSBCUE309 Develop product and service knowledge for customer engagement operation

    BSBCUS301 Deliver and monitor a service to customers

    Elective Units

    Group A

    BSBCUE203 Conduct customer engagement

    BSBCUE204 Collect data

    BSBCUE302 Deploy customer service field staff

    BSBCUE303 Conduct a telemarketing campaign

    BSBCUE304 Provide sales solutions to customers

    BSBCUE305 Process credit applications

    BSBCUE306 Process complex accounts

    BSBCUE308 Conduct outbound customer engagement

    BSBCUE403 Schedule customer engagement activity

    BSBCMM301 Process customer complaints

    BSBITU203 Communicate electronically

    BSBITU307 Develop keyboarding speed and accuracy

    BSBLED301 Undertake e-learning

    BSBWOR203 Work effectively with others

    BSBWOR301 Organise personal work priorities and development

    Group B

    BSBMGT401 Show leadership in the workplace

    BSBMGT402 Implement operational plan

    BSBMGT405 Provide personal leadership

    BSBSLS407 Identify and plan sales prospects

    BSBSLS408 Present, secure and support sales solutions

    BSBSUS401 Implement and monitor environmentally sustainable work practices

    BSBWHS201 Contribute to health and safety of self and others

    BSBWHS302 Apply knowledge of WHS legislation in the workplace

    BSBWOR201 Manage personal stress in the workplace

    FNSSAM301 Identify opportunities for cross-selling products and services

    ICTICT209 Interact with ICT clients

    ICTSAS204 Record client support requirements

    ICTSAS305 Provide ICT advice to clients

    Read More

    Find a course unit



    The following occupations relate to this qualification.

    Call Centre Operator
    Client Contact Officer (Customer Service)
    Customer Service Officer
    Information Officer
    Information Services Officer
    Senior Customer Service Representative
    Telemarketer
    The following industry sectors relate to this qualification.

    Business Administration
    Business Services
    Customer Service
    Financial Services
    Government Administration
    Local Government
    Local Government Administration
    Public Administration



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    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 III in Customer Engagement

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

    66.7%

    Of people who were not employed before starting their course were employed after completing it.
    Clerical and Administrative Workers
    51 %

    Inquiry Clerks and Receptionists

    Of those employed after training, were in the same occupation as their course.
    Clerical and Administrative Workers
    66%
    Clerical and Administrative Workers
    Sales Workers
    18.4%
    Sales Workers
    Community and Personal Service Workers
    6.1*%
    Community and Personal Service Workers
    Median salary of those employed in their first full-time job
    (includes those employed prior to training)

    $42,300

    $44,500

    $42,900


    Destination
    after training
    This
    course
    Similar
    courses
    All Certificate III courses
    Employed or in further study after training (%) 95.1 83.3 85.2
    Employment outcomes:
    Employed (%)
    Full-time (%)
    Part-time (%)
     
    92.6
    80.4
    11.7
     
    75
    43.1
    31.7
     
    77.3
    46.1
    30.9
    Further study outcomes:
    Enrolled at University (%)
    Enrolled at TAFE (%)
    Enrolled at Other provider (%)
     
    6.2*
    -
    9.9
     
    7.2
    9
    14.1
     
    5
    9.8
    13.8
    Satisfied with the training (%) 78.9 84.1 86.1
    Received job-related benefits from training (%) 42.7 59 70.9
    Received personal benefits from training (%) 80.9 88.4 90.2
    Achieved main reason for undertaking training (%) 88 79.1 83.6
    Recommend the training to other (%) 87.8 88.6 90.5

    Employment
    status
    This
    course
    Similar
    courses
    All Certificate III courses
    Median salary (Full-time) ($) 42,300 44 500 42 900
    Top Occupations (%):
    Clerical and Administrative Workers
    Sales Workers
    Community and Personal Service Workers
     
    66
    18.4
    6.1*
     
    36.3
    21.1
    12.8
     
    27.4
    26
    13.1
    Top Industries (%):
    Administrative and Support Services
    Information Media and Telecommunications
    Financial and Insurance Services
     
    31.4
    22.9
    12.1
     
    18.2
    12.4
    12.1
     
    21
    17.1
    8.9

    Employment
    status
    This
    course
    Similar
    courses
    All Certificate III courses
    Employed after training (%) - 91 89.8
    Median salary (Employed full-time) ($) - 43 400 46 100
    Enrolled in further study (%) - 29.2 27
    Satisfied with the training (%) - 84.3 85.8
    Achieved main reason for undertaking training (%) - 83.9 86.8

    Employment
    status
    This
    course
    Similar
    courses
    All Certificate III courses
    Employed after training (%) 66.7 40.8 50.3
    Median salary (Employed full-time) ($) - 46 900 40 000
    Enrolled in further study ($) 17.3 32.5 31.7
    Satisfied with the training (%) - 83.6 86.1
    Achieved main reason for undertaking training (%) - 68.8 76.9

    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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    Administrative and Support Services
    31.4
    Administrative and Support Services
    Information Media and Telecommunications
    22.9
    Information Media and Telecommunications
    Financial and Insurance Services
    12.1
    Financial and Insurance Services
    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".