BSB30215 Certificate III in Customer Engagement


Customer Engagement

This qualification reflects the role of individuals working in a range of complex customer service roles, and more specifically in call centre environments.


The BSB30215 Certificate III in Customer Engagement qualification reflects the role of individuals working in a range of complex customer service roles, and more specifically in call centre environments.

Duties at this level would include working with multiple communication channels and software programs, providing excellent customer service, adhering to key performance indicators in busy customer responsive environments, 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.

Job roles and titles vary across different industry sectors, however possible job titles relevant to this qualification include:

  • Customer Service representative
  • Call Centre Operator
  • Customer engagement officer

Students complete 12 units of competency, four (4) of which are mandatory with the other eight (8) units being elective.

This training course aims to enhance employability and promotional opportunities, by building a varied range of useful office and business skills including but not limited to: communication, technology, customer service skills, teamwork and self-management.



There are no prerequisites for this course.

Units of competency:

Whilst students have a choice in the units they complete for their qualification, the following is a typical group of units selected by industry:

Mandatory 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:

  • BSBCUE203 Conduct customer engagement
  • BSBCUE204 Collect data
  • BSBCUS402 Address customer needs
  • BSBINN301 Promote innovation in a team environment
  • BSBWOR201 Manage stress in the workplace
  • BSBWHS201 Contribute to health and safety of self and others
  • BSBWOR203 Work effectively with others
  • BSBWOR301 Organise personal work priorities and development


Self-paced learning:

You receive hard/soft copy learner guides and assessments to complete. It is your responsibility to return the completed assessments to Trainwest.


All training is conducted online, through Trainwest’s eLearning portal. Assessments are submitted directly through the eLearning portal.

Hard copy learner guides can be purchased for an additional cost. As a self-directed student, you receive ongoing remote support from Trainwest trainers. This may be in the form of telephone, email or digital communication tools such as Skype, Teams, or GoToMeetings.

Face-to-Face training can be arranged at an additional fee.

Workplace Traineeship:

Training is delivered fully or partially in the workplace and depending on the qualification can take between six months to two years to complete. Trainwest undertakes monthly visits to the workplace as part of training process for all trainees.

Trainwest will work with you to deliver the training in an environment which promotes active learning with minimal impact to you as an employer to ensure its business as usual.


  • $3000 Classroom or Face-to-face training
  • $1500 Self-paced learning
  • $1200 eLearning
  • Jobs & Skills WA Subsidised Training –
    Please note – The Student tuition fees are indicative only and are subject to change given individual circumstances at enrolment. Additional fees may apply such as Student service and resource fees.

    • $1251.25 (non-concession)
    • $373.45 (concession)

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Interest free payment plans

Trainwest has interest free payment plans available for this qualification. For terms and conditions refer to Trainwest Student Information Handbook or contact us.


Course Dates

Course dates are subject to change.

Trainwest will provide you with the skills, knowledge and practices to get the job done.

You can get in touch with us on our contact form, by email, or by phone on 1300 938 411. The Trainwest team are always here to discuss your training requirements in Perth, regional WA or throughout Australia.

COVID-19 Announcement

The Trainwest Office will be open from Monday 8th February following strict guidelines as directed from the WA Department of Health in relation to COVID19 for infection prevention.