Certificate III in Customer Engagement

General Description: 

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.

Career Opportunities: 

Job roles

Possible job roles relevant to this qualification include:

  • customer contact agents or operators
  • customer services representatives
  • telesales representatives.
  • Course Duration: 

    Typically this study course requires between 0.5 months-1.5 years to complete, based upon your own circumstances along with the mode of study you decide on. For instance, if you decide to do this course online and continually dedicate time to complete the projects and assignments every week you could possibly finish the course well ahead of the time.

    Method of Study: 

    In-class study gives you a structured educational experience and conventional face-to-face contact with your trainers, educators, lecturers and peers. Online, Correspondence and Distance Education programs provide you with the ability to study from anywhere, anytime! This really is the best choice if you need flexibility and are unable to commit to attending frequent classroom sessions. You should be able to study at your very own tempo and complete the program in line with your very own agenda. Contact us right now to identify which learning system might suit you best.

    Course Category: 

    This course falls within the Business, Management & Finance group of courses. Business and commerce is the study of the theory and approach involving planning, guiding, arranging, motivating and coordinating the human and material resources of private and public enterprises and institutions. It involves the retailing and supply of goods and services and also personal development. The main objective most typically associated with this unique area of understanding is to establish a preliminary understanding of the theory plus practice of decision making plus policy development, organisational development, planning, fiscal management, plus the promotion and selling of goods and professional services. Some of the programs featured in this specific category include: 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
    • Role Plays
    • Projects

    When you finish this course you may apply for credit, equivalence or advanced standing in the Certificate IV in Customer Contact.


    Total number of units = 12

    4 core units plus

    8 elective units , of which:

  • 2 units must be from Group A elective units below
  • the remaining 6 units may be from 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.

    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

    BSBCUE204 Collect data

    BSBCUE302 Deploy customer service field staff

    BSBCUE303 Conduct a telemarketing campaign

    BSBCUE304 Provide sales solutions to customers

    BSBCUE305 Process credit applications

    BSBCUE306 Process complex accounts

    BSBCUE308 Conduct outbound customer engagement

    BSBCUE403 Schedule customer engagement activity

    BSBCMM301 Process customer complaints

    BSBITU203 Communicate electronically

    BSBITU307 Develop keyboarding speed and accuracy

    BSBLED301 Undertake e-learning

    BSBWOR203 Work effectively with others

    BSBWOR301 Organise personal work priorities and development

    Group B

    BSBMGT401 Show leadership in the workplace

    BSBMGT402 Implement operational plan

    BSBMGT405 Provide personal leadership

    BSBSLS407 Identify and plan sales prospects

    BSBSLS408 Present, secure and support sales solutions

    BSBSUS301 Implement and monitor environmentally sustainable work practices

    BSBWHS201 Contribute to health and safety of self and others

    BSBWHS302 Apply knowledge of WHS legislation in the workplace

    BSBWOR201 Manage personal stress in the workplace

    FNSSAM301 Identify opportunities for cross-selling products and services

    ICTICT209 Interact with ICT clients

    ICTSAS204 Record client support requirements

    ICTSAS305 Provide ICT advice to clients

  • 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- $1310

    Second qualification- $1570

    Concession- $240

    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 - $3200
    Payment Plans Available**
    **conditions apply