The Certificate III in Customer Engagement reflects the role of individuals who typically undertake complex customer interaction under supervision and with some authority to delegate. Duties at this level would include working with multiple communication channels, receiving and responding to customer requests, handling customer complaints, adhering to key performance indicators, working in a team environment, providing support to a team, providing technical advice and capturing data.

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Study now, pay later

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Get recognised across Australia

This is a nationally accredited qualification

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100% online delivery

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Sounds just like the course you're after? Speak with a career consultant to discover what it's like to study the Certificate III in Customer Engagement (BSB30215) – send us an enquiry and we'll get in touch.

Course Description

The Certificate III in Customer Engagement  is delivered by expert trainers in one of three delivery methods: online, classroom, or blended.
The online training program is our most popular delivery method and provides access to a fully customised e-learning environment, MyUpskilled. MyUpskilled includes powerpoint resources, reading materials, discussion boards, forums, access to assessments, resources, videos (including access to the video training library) and blogs.  The course is conducted over a 12 month period with one unit of competency expected to be completed each month.
Classroom and Blended delivery formats are also available, but subject to minimum numbers. Please contact our Education managers to find out more about our face-to-face options.


All students will be provided with Smallprint Learner guides (online and/or hardcopy) for each unit of competency.

  • Access to fully customised online learning platform, MyUpskilled
  • Access to the Student Support Services (Help desk) where students can receive support and assistance in the use of the LMS as well as any administration enquiries
  • Regular contact with their trainer via email, telephone and/or LMS communication tools
  • Trainer/Student Messaging System
  • Unlimited access to world leading video training provider
  • Access to Upskilled's Student Rewards Program


There are no formal prerequisites for this qualification; however, the preferred pathways into this qualification include:

  • BSB20215 Certificate II in Customer Engagement, or other relevant qualifications OR
  • Vocational experience assisting in a range of support roles without a formal business qualification

Recognition Of Prior Learning (RPL)

RPL is available for each Unit of Competency based on relevant workplace experience, formal training, or other expertise. To apply for RPL, please submit documentation in portfolio form for evaluation by Upskilled assessors.


A student is deemed competent when all relevant evidence is gathered.  Upskilled is receptive to evidence gathered from a variety of sources including our own assessment processes.  Upskilled assessment processes include: 

  • Recognition of Prior Learning/Credit Transfer 
  • Written/Oral Questions
  • Written reports/Portfolio Assessments
  • Projects
  • Scenarios/Case Studies

Regular training and assessment contact will be maintained by Upskilled in conjunction with the participant and their employer (where applicable). Critical dates during the program will be identified for participants to ensure compliance to assessment due dates and attendance at classroom sessions/monthly webinars as required.

Unit outline

The following Units of Competency as identified in the National Business Services Training Package must be successfully completed to attain the Certificate III in Customer Engagement.

Unit Code
Unit Name
BSBCUE301Use Multiple Information Systems
BSBCUE307Work effectively in Customer Engagement
BSBCUE309Develop product and service knowledge for customer engagement operation
BSBCUS301Deliver and monitor a service to customers
BSBWOR201Manage personal stress in the workplace
FNSSAM301Identify opportunities for cross-selling products and services
BSBCUE304Provide sales solutions to customers
BSBITU203Communicate electronically
BSBWHS302Apply knowledge of WHS legislation in the workplace
BSBWOR301Organise personal work priorities and development
BSBCMM301Process customer complaints
BSBWOR203Work effectively with others

Career Outcomes

Staff engaged in frontline customer service will benefit from undertaking the certificate, which is designed to promote procedural effectiveness. Team members in a contact role who are recently appointed to team leader status, or who aspire to a role in which the guidance of others is an element, are also specifically catered to under the terms of the qualification.

Possible job roles relevant to this qualification include:

  • Customer Contact agents or operators
  • Customer Services representatives
  • Telesales Representatives

Further Study

For those wishing to continue their study, the preferred pathway from this qualification is the BSB40315 Certificate IV in Customer Engagement, or a range of other qualifications at Certificate IV level.

Flexible Payment Options

Upskilled offers three flexible payment options for our students. Enquire now for more information on payment methods and government funding.

Pay up-front

Save 15% ($535) when paying upfront through Upskilled.
Total course cost: $3,015

Interest free payments

Nothing to pay today, up to 24 months interest free with Zip. Get started for just $35 a week.
Total course cost: $3,550

Government subsidies

This course is eligible for Certificate 3 Guarentee (QLD) funding. Enquire now to find out if you're eligible.

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