Certificate II in Customer Engagement

General Description: 

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.

Career Opportunities: 

Job roles

Possible job roles relevant to this qualification include:

  • sales assistant
  • customer service officer
  • receptionist.
  • Course Duration: 

    Typically this training course takes upto 1 year to complete, based on your own personal circumstances as well as the mode of study you choose. ( it also depends whether you complete this course on a Part Time or Full Time Basis)

    By way of example, if you were to do this training course online and continually commit time to complete the projects and assignments each week chances are you'll complete the course well ahead of the time.

    Method of Study: 

    In-class study will provide you with a structured studying experience and continual face-to-face contact with your trainers, educators, lecturers and peers. Online, Correspondence and Distance Education courses provide you with the opportunity to study from just about any place, at any time when! This is often great if you'd like flexibility and aren't able to commit to going to traditional classroom sessions. You should be able to learn at your own individual tempo and complete the training course according to your personal schedule. Contact us today to check which study option may well suit you best.

    Course Category: 

    This particular course belongs within the Business, Management & Finance family of training courses. Business and commerce is the study of the concepts and also approach of planning, leading, organising, motivating and co-ordinating the human and material resources of private and public firms and institutions. It is made up of the promoting and provision of goods and services along with personal development. The main objective associated with this valuable field of education and learning is to build comprehension of the theory and practice of decision making in addition to policy formation, organisational development, planning, fiscal management, and the promotion and selling of goods and services. Some of the courses of study included in this particular category incorporate: Accounting, Business, Management, Sales and Marketing, Office Studies, Banking, Finance and Commerce to name a few.


    There are no formal prerequisites for this qualification.

    Recognition of Prior Learning: 

    Recognition is available (on application) to students with prior skills, experience, knowledge or qualifications obtained from formal studies or training, in a related area. Recognition may reduce the duration of your studies (Subjective to evidence provide, mapped and assessed against the required unit/s of competency)


    Competency determination is made after all relevant evidence is gathered. AusCHS is receptive to evidence gathered from a variety of sources including our own assessment processes. AusCHS assessment processes include:

    • Recognition of Prior Learning/Credit Transfer
    • Written/Oral Questions
    • Written reports/Portfolio Assessments
    • Scenarios

    When you finish this course you can apply to do BSB30112 Certificate III in Business or a range of other Certificate III qualifications. In addition, depending on units/electives completed in this course, you may be eligible for advanced standing in other courses and other Training Package qualifications.


    Total number of units = 9

    3 core units plus

    6 elective units , of which:

  • 3 units must be from the elective units below
  • the remaining 3 units may be from the elective units below, 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.

    Core Units

    BSBCUE203 Conduct customer engagement

    BSBCUE205 Prepare for work in a customer engagement environment

    BSBCMM201 Communicate in the workplace

    Elective Units

    BSBCUE301 Use multiple information systems

    BSBCUE305 Process credit applications

    BSBCUE308 Conduct outbound customer engagement

    BSBCUE309 Develop product and service knowledge for customer engagement operation

    BSBCMM301 Process customer complaints

    BSBCUS201 Deliver a service to customers

    BSBITU101 Operate a personal computer

    BSBITU203 Communicate electronically

    BSBLED301 Undertake e-learning

    BSBWHS201 Contribute to health and safety of self and others

    BSBWOR201 Manage personal stress in the workplace

    BSBWOR203 Work effectively with others

    ICTICT103 Use, communicate and search securely on the internet

    ICTICT203 Operate application software packages

  • Course Fees: 

    Smart and Skilled Student Fees (Only for NSW residents)

    The cost of this course will vary based on your eligibility for a Smart and Skilled Student Fee. Eligibility criteria can be found on the Smart and Skilled website or you can call us on 1300 600 888 for further information and advice.

    First qualification- $870

    Second qualification- $1040

    Concession- $160

    Exemption- $0

    Trainees: from 2016 if you are starting a traineeship that is on the NSW Skills List, your Smart and Skilled fee for the whole qualification will not be more than $1,000.

    The fees indicated above are based on students being approved for training subsidised by the NSW Government. Students can pay their fee upfront or undertake a AUSCHS's Instalment Plan which will commence at the time of enrolment.

    Fee For Service - $2000
    Payment Plans Available**
    **conditions apply