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BSB30215 Certificate III in Customer Engagement

Do you like to help people with their needs?

Are you ready to improve your skills? Or maybe you’ve been thinking of a career change? Our BSB30215 Certificate III in Customer Engagement can help you to achieve your goals.  This certificate will equip you with the practical skills and knowledge needed to work in a variety of customer roles. You’ll learn about responding to customer requests, adhering to key performance indicators, working in a team environment, and providing technical advice to customers.

The PPS Certificate III in Customer Engagement Programs are designed for customer-facing staff whose key function is to deliver exceptional service.

PPS will design a program that not only aligns with the desired training outcomes of the program but also take into consideration all internal training activities and current business practices. This program design phase is what sets PPS programs apart from other training organisations as it ensures PPS has an intimate knowledge of the business to allow exceptional contextualisation of the course content and enables the program to focus on real development opportunities.

PPS understands the challenges associated with having frontline staff off the floor for long periods of time and our unique blend of recognition processes, workshops, and the PPS College Cloud allow organisations to meet their training and development needs with minimal impact on productivity and operational priorities.

Delivery Options
Workplace: Y
Our campus:
School based:
Online: Y
Blended: Y
Career Outcomes
This nationally recognised qualification may lead to employment in roles such as:


  • Customer contact agent or operator
  • Customer service representative
  • Telesales representative
  • Clerical and Administrative Worker
  • Community and Personal Service Worker

Total number of units = 12


4 core units plus

8 elective units of which:

  • 2 units must be from Group A elective units below
  • the remaining 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, relevant Training Package or accredited course.

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

BSBITU213 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

BSBXDB301 Respond to the service needs of customers and clients with disability

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

Entry Requirements
There are no entry requirements for this qualification. Participants do however need intermediate language, literacy, numeracy and computer skills.

Participants may possess substantial experience in a range of settings but seek to further develop their skills across a wide range of business functions.

On the other hand, it may also apply to those with little or no vocational experience. For example, those who possess sound theoretical business skills and knowledge that they would like to develop in order to create further educational and employment opportunities.

Student Info