Certificate II in Customer Engagement


This qualification reflects the role of individuals who typically work with multiple communication channels, capture data and provide customer service. Typically, individuals in this role work under direct supervision, with limited authority to delegate.

Pathways from the qualification:
After achieving this qualification students may choose to undertake:

Certificate III
Certificate IV

Certificate III in Business

Certificate III in Customer Engagement

Certificate III in Business Administration
Certificate IV in Business

Certificate IV in Leadership and Management

Certificate IV in Business Administration

Certificate IV in Human Resources

Certificate IV in  Legal Services

Diploma of Business

Diploma of Human Resources Management

Diploma of Quality Auditing

Diploma of Marketing and Communication

Course structure

Packaging rules:

​9 units including:

  • 3 core unit
  • 6 elective units
    • 3 electives from the listed electives
    • the remaining 3 electives from the listed electives, or from qualifications at the same level or one higher in any endorsed Training Package or accredited course

Elective units must be relevant to the work environment and the qualification, maintain the integrity of the AQF alignment and contribute to a valid, industry-supported vocational outcome 

Sample Training Plan:
Below is a sample unit list.

Core Units

  • BSBCUE203 Conduct customer engagement
  • BSBCUE205 Prepare for work in a customer engagement environment
  • BSBCMM201 Communicate in the workplace

Elective Units

  • BSBCMM301 Process customer complaints
  • BSBCUS201 Deliver a service to customers
  • BSBITU213 Use digital technologies to communicate remotely
  • BSBWHS201 Contribute to health and safety of self and others
  • BSBWOR201 Manage personal stress in the workplace
  • BSBWOR203 Work effectively with others

Course Code:

Certificate II

Delivery mode:
New Entrant Traineeship
Fee for Service

Course Fees:
New traineeships commencing from 1 January 2020 are fully subsidised by the NSW Government under Smart and Skilled.

For traineeships commenced prior to 1 January 2020, student fees are capped at $1,000 with the remaining qualification price subsidised under NSW Smart and Skilled.

For Fee for Service, contact us for a quote.