The BSB30215 Certificate III in Customer Engagement is the ideal qualification for those involved in the frontline of customer service. It will provide you with the knowledge to be more effective in customer service procedures in order to provide quality customer engagement.


Working with clients across a variety of mediums is an essential facet of the Australian business sector. This necessary administrative and business support is integral for businesses to maintain their workflow and sustain positive rapport with their clientele. This line of work will aid in this flourishing and growing sector, as more jobs are to be made available in the years to come across various industries.


The financial and insurance services area of the Australian business workforce is projected to grow by 3.2 percent as of May 2023. These services include call or contact centre workers, information officers and accounting clerks. They are all positions that allow for entry-level candidates.


This qualification allows you to work closely with customers to ensure all parties are satisfied with any outcome, while also giving you the opportunity to work with a team in a thriving industry. Upon the completion of this qualification, you will come away with myriad skills that will allow you to adapt to any situation, work within any industry, and provide the right technical advice if required.


Within this qualification you will learn how to work with multiple communication channels, provide a high standard of customer service, adhere to key performance indicators (KPIs), work in a team environment and provide product and service knowledge for customer engagement.


This nationally accredited qualification provides the foundations required to upskill and pursue further course studies in the business and administrative industry or go on to university.


Due to low demand, enrolments in this course are currently closed. Please contact us to discuss available study options.


Successful completion of this qualification may lead to employment in a range of complex customer service roles including:

  • Customer Service Officer
    Work directly with customers to answer their questions, provide support where needed and redirect them to the appropriate team or department within the organisation.
  • Call Centre Operator
    Manage inbound and outbound calls and emails to assist customers with their inquiries and questions, take orders, handle complaints, and to offer them products and services.
  • Sales Consultant
    Be responsible for developing, planning and implementing a company’s sales strategies by creating sales pitches, generating new leads and meeting with potential clients.


These services are delivered on behalf of The Learning Collaborative by approved Third Parties. Our Third Parties are conveniently located throughout south-east Queensland.


It is the responsibility of the approved Third Parties to recruit, enrol, support, train and assess students undertaking this course. The Learning Collaborative, in consultation with the approved Third Parties, is responsible for support and certification of all students enrolled in this course.


Full fee payment option available. Please contact us for more information.


This qualification contains 12 units. These units are are made up of 4 core units plus 8 elective units.


  • BSBCUE307 Work effectively in customer engagement.
  • BSBCUE309 Develop product and service knowledge for customer engagement operation.
  • BSBCUS301 Deliver and monitor a service to customers.
  • BSBCUE301 Use multiple information systems.



Below lists the current electives available for selection, please contact us for more information.

  • BSBCMM301 Process customer complaints.
  • BSBWOR301 Organise personal work priorities and development.
  • BSBWHS302 Apply knowledge of WHS legislation in the workplace.
  • BSBCUE203 Conduct customer engagement.
  • BSBDIV301 Work effectively with diversity.
  • BSBINM301 Organise workplace information.
  • BSBINN301 Promote innovation in a team environment.
  • BSBPRO301 Recommend products and services.


There are no entry requirements for this qualification. However, students may be required to complete a Language, Literacy and Numeracy (LLN) Assessment to determine any learner support requirements.


For all students undertaking nationally recognised training in Australia, it is mandatory to have a Unique Student Identifier (USI). To make your USI, visit the Australian government page here: Create a USI.


If students hold prior relevant work experience or formal qualifications issued by other Registered Training Organisations (RTOs), these may count as credit towards specific units. Please contact us for more information regarding eligibility or applications for Recognition of Prior Learning (RPL).


For further information, please download the information sheet below or contact us.



For all bookings and enquiries, give our office a call or send us an email. We’ll get back to you as soon as we can.


P  1300 136 780
A  1/20 Nerang Street, Nerang, QLD Australia


Office Hours: Monday – Friday, 8am – 4pm.