BSB30215 Certificate III in Customer Engagement

Dip Leader Management

Certificate III in Customer Engagement BSB30215

This qualification reflects the role of individuals working in a range of complex customer service roles.

Duties at this level would include working with multiple communication channels, providing excellent customer service, adhering to key performance indicators, working in a team environment, providing support to a team, providing technical advice and capturing data.

Individuals would work under supervision, but may have some authority to delegate.



If Eligible for funding,
this course starts from


Check eligibility for funding and payment options below.

Enrolment details

Qualification level

Entry conditions 






Certificate I

15 years old, not attending high school

2-3 days a week (evening)

Observation, classroom, practical

Face to face 

Units Included

There are 12 units of competency for this qualification. 4 Core units, 8 Elective units, of which 2 Must be from Group A and 6 may be from Group B, of form qualifications at the same level or one higher in any endorsed Training Package or accredited course.


BSBCUE301 – Use mulitple informationm systems

BSBCUE307 – Work effectively in customer engagement 

BSBCUE309 – Develop product and service knowledge for customer engagement operations

BSBCUS301 – Deliver and monitor a service to customers

Group A

BSBCMM301 – Process customer complaints

BSBWOR301 – Organise personal work priorities and development

BSBCUE203 – Conduct customer engagement

Group B

BSBSLS407 – Identify and plan sales prospects

BSBWOR201 – Manage personal stress in the workplace

BSBWHS302 – Apply knowledge of WHS legistlation in the workplace

FSSAM301 – Identify opportunities for cross-selling products and services

Units that for qualifications at the same level or one higher in any endorsed Training Package or accredited course

BSBITU203 – Communicate electronically

BSBDIV301 – Work effectively with diversity

BSBINM301 – Organise workplace information

BSBINN301 – Promote innovation in a team environment

BSBPRO301 – Recommend products and services

Check your funding eligibility

  • Be a Queensland resident 
  • Be 15 years of age or older and have finished secondary school or left school; 
  • Not hold or be already undertaking a Certificate III or higher level qualification (Certificate III qualifications completed whilst at school will not exclude you from accessing this funding); 
  • Be an Australian citizen or permanent resident (includes humanitarian entrant), temporary resident with the necessary visa and work permits on the pathway to permanent residency, or a New Zealand citizen) 
  • The Certificate 3 Guarantee program is a Queensland Government Initiative. 
    Prices are subject to change without notice.

Payment Plans

Where you do not meet the eligibility for funding we offer a range of  affordable payment plans to be paid over the duration of your course, contact us below to find out more. For any more information please enquire below.