BSB30120 CERTIFICATE III IN BUSINESS specialising in Customer Engagement

Customer Service is the backbone of every industry

Open up a range of specialised career opportunities in the Customer Service and sales sectors as well and general roles in businesses in almost every industry sector.

Learning Sphere
RTO Code 91718

Ideal for people with a dynamic, outgoing personality

A Certificate III in Business Specialising in Customer Engagement will help you gain confidence in your ability to communicate complex concepts and become more effective in delivering and managing customer service procedures.

Discover the secret techniques to actively engage customers along with the tools and strategies to create memorable customer experiences.

Good Customer Service is a combination of skills and systems

Learn how to work effectively in team environments to build excellent workplace relationships and how to develop and work within structured service systems.
Discover the secrets to delivering successful communications messages and managing challenging customers.

What you’ll learn

The BSB30120 Certificate III in Business Specialising in Customer Engagement provides you with the skills to engage in excellent customer service, covering topics such as; working in a team environment, understand effective KPIs, providing support to a team, communication, providing technical advice and building effective workplace relationships.

Core subjects

  • BSBCRT311 – Apply critical thinking skills in a team environment
  • BSBPEF201 – Support personal wellbeing in the workplace
  • BSBSUS211 – Participate in sustainable work practices
  • BSBTWK301 – Use inclusive  work practices
  • BSBWHS311 – Assist with maintaining workplace safety
  • BSBXCM301 – Engage in workplace communication

Elective subjects

  • BSBOPS304 – Deliver and monitor a service to customers
  • BSBOPS305 – Process customer complaints
  • BSBXDB301 – Respond to the service needs of customers with disability
  • SIRXCEG002 – Assist with customer difficulties
  • BSBPEF301 – Organise personal work priorities
  • BSBTEC201 – Use business software applications
  • BSBTEC202 – Use digital technologies to communicate in a work environment

Elective units are subject to change.

Career opportunities

  • Customer Engagement Operator
  • Telemarketer
  • Client Contact Officer
  • Customer Services Representative
  • Information Services Officer
  • Customer Service Officer
  • Sales Consultant
Graduates of this course achieve excellent career outcomes.
of graduates were satisfied with their training
of graduates enjoy improved work status such as new jobs or higher pay
is the average salary earned by graduates entering their first full time job after graduating
* Information provided by


Study with one of Australia’s most successful RTO’s.

Course Duration: Approximately 12 months
Delivery Mode Options: Classroom | Online | Workplace | Combination of above | Traineeship
Attendance Requirements: This course has mandatory attendance requirements. Please refer to the individual course information sheet
Vocational Placement: Not applicable for this course.