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.
This course covers 12 units of competency
This course is delivered online
Locations & Dates
Start when you're ready
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 Lynda.com 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 Lynda.com
- 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
- 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.
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.
|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|
|BSBWOR201||Manage personal stress in the workplace|
|FNSSAM301||Identify opportunities for cross-selling products and services|
|BSBCUE304||Provide sales solutions to customers|
|BSBWHS302||Apply knowledge of WHS legislation in the workplace|
|BSBWOR301||Organise personal work priorities and development|
|BSBCMM301||Process customer complaints|
|BSBWOR203||Work effectively with others|
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
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
Option 1 – Save 15%
Save 15% ($535) when paying upfront. Total course cost: $3,015
Option 2 - 24 Month Interest-free payment plan
No deposit, no interest to pay for 24 months. Get started for just $35 a week! Total course cost: $3,550
Upskilled has teamed up with zipMoney to offer you flexible weekly, fortnightly or monthly interest free payment plans, allowing you start studying now without the financial burden! Applications for Zip Money literally only take a few minutes! Find out more about ZipMoney.
Terms and Conditions Apply
Option 3 - Certificate III Guarantee for QLD Residents
This Upskilled qualification is approved under the Certificate III Guarantee program and may attract a government fee subsidy. You must meet the individual eligibility criteria to receive subsidised training for a course on the QLD Skills List. For more information on Certificate III Guarantee click here.