Course overview

Customer Engagement


Certificate III in Business (Customer Engagement)

This qualification will provide you with the skills and knowledge to be effective in a range of complex customer service roles, including:

  • Receiving and responding to customer requests
  • Handling complaints
  • Working with multiple communication channels
  • Providing technical advice
  • Capturing data working effectively in a team.


Course Duration and Delivery

The 12 month program is delivered in shorter, more manageable terms of learning.

This allows participants to focus on specific sections of the program at one time.

These terms also provide the perfect ‘check point’ over the duration of the program to monitor and support your progress.

Each term, you will enjoy an innovative 360 degree learning experience.

After a program orientation session, you will engage in online group workshops and tutorials, online activities, and have access to on-demand support as required.

Job Outcomes

  • Administration Officer
  • Client Services Officer
  • Customer Support Staff
  • Call Centre Operator
  • Call Centre Sales Staff


Request a free demo

Ready to take the next step? Then book a free demo session with our team.

You will be able to see first-hand the type of learning activities and course materials you will enjoy as part of your course.

business suite

Course overview

Program Details

This is an entry-level course, and no previous skills or experience are necessary.

While there are no specific entry requirements, participants are required to take the language, literacy, and numeracy skills (LLN) assessment. It will help us understand how we can assist you in any areas where you may need help while studying with us.

Computer with access to the Internet and with the ability to conduct video interviews. Minimum specifications for your computer are:

  • Microsoft Windows 7 or later or Mac OS X or above
    • Microsoft Office 
    • Up-to-date internet browser
    • You may also need access to a printer and the following applications
      • Adobe Acrobat reader (free download)
      • Adobe Flash player (free download)

Mobile video recording device i.e., a mobile phone that can record short video at a workplace with a supervisor

Total number of units = 13
  • 6 core units
  • 7 elective units

Code   Title Status
BSBCRT311 Apply critical thinking skills in a team environment Core
BSBPEF201 Support personal wellbeing in the workplace Core
BSBSUS211 Participate in sustainable work practices Core
BSBTWK301 Use inclusive work practices Core
BSBWHS311 Assist with maintaining workplace safety Core
BSBXCM301 Engage in workplace communication Core
BSBTEC201 Use business software applications Elective
BSBTEC202 Use digital technologies to communicate in a work environment Elective
BSBPEF301 Organise personal work priorities Elective
BSBOPS304 Deliver and monitor a service to customers Elective
BSBOPS305 Process customer complaints Elective
SIRXCEG002 Assist with customer difficulties Elective
SIRXOSM003 Use social media and online tools Elective
Funding is available for eligible participants. Complete the “Enquire Now” section below, and one of our representatives will be in touch.
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