Certificate III 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.

Job roles
Job roles vary across different industry sectors and may include:

  • Customer Engagement Operator
  • Sales Consultant

After completing this qualification, student may choose to progress to:

Certificate IV Diploma
Certificate IV in Customer Engagement

Certificate IV in Business

Certificate IV in Marketing and Communication

Certificate IV in Business Sales

Certificate IV in Business Administration
Diploma of Customer Engagement

Diploma of Business Administration

Diploma of Business

Diploma of Marketing and Communication

Advanced Diploma of Business

Advanced Diploma of Marketing and Communication

Course Structure

Packaging rules:
‚Äč12 units including:

  • 4 core units plus
    8 elective units , of which:
  • 2 units must be from the listed Group A elective units
  • The remaining 6 units may be from the listed Group A or Group B elective units, 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

  • 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
  • BSBCMM301 Process customer complaints
  • BSBCUE304 Provide sales solutions to customers
  • BSBWOR203 Work effectively with others
  • BSBWOR301 Organise personal work priorities and development
  • BSBITU213 Use digital technologies to communicate remotely

Group B

  • BSBWHS201 Contribute to health and safety of self and others
  • BSBWOR201 Manage personal stress in the workplace


Course Code:

Certificate III

Delivery mode:
New Entrant Traineeship

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.