Certificate III in Business (Customer Engagement)


This qualification reflects the role of individuals in a variety of Business Services job roles. It is likely that these individuals are establishing their own work performance.


Individuals in these roles carry out a range of routine procedural, clerical, administrative or operational tasks that require technology and business skills. They apply a broad range of competencies using some discretion, judgment and relevant theoretical knowledge. They may provide technical advice and support to a team.


The BSB30120 Certificate III in Business (Customer Engagement) is a 12 month blended learning program consisting of 13 units (with up to 12 months to complete). It includes 13 x virtual workshops (approximately 2 per month) with each session followed by self-directed learning time, i.e. eLearning, readings, negotiated activities, work related projects.


Learners are required to complete written assessment activities, questions and work projects to provide evidence of competency.


There are no entry requirements. It is expected that applicants will be able to read, write and communicate to the level required in the workplace. An applicant’s Language, Literacy and Numeracy (LLN) is screened during the enrolment process. If an applicant requires additional support for their LLN skills, this is reviewed on case-by-case basis.


Learners must have computer skills and a computer with a working camera and microphone, MS Office, and a reliable connection to the internet to participate in this course (for workshop participation, eLearning, research and assignment purposes).


For further information, please contact

Successful completion of all units of competency will result in the award of a nationally recognised BSB30120 Certificate III in Business (Customer Engagement) from the Business Services Training Package.


Participants who do not successfully complete the full program will be issued with a nationally recognised Statement of Attainment for the units of competency they have been deemed competent in.


Recognition is available for this qualification – see the Participant Handbook or the Recognition Process page for more information.


This training is subsidised by the NSW Government under Smart & Skilled (NSW residents only). For more information and eligibility requirements see

Core Units

BSBCRT311 - Apply critical thinking skills in a team environment

  • Prepare to address workplace problem
  • Evaluate solutions
  • Finalise and review solution development

BSBPEF201 - Support personal wellbeing in the workplace

  • Recognise factors that impact personal wellbeing
  • Plan communication with supervisor
  • Communicate with supervisor
  • Investigate available wellbeing resources

BSBSUS211 - Participate in sustainable work practices

  • Measure sustainable work practices
  • Support sustainable work practices
  • Seek opportunities to improve sustainable work practices

BSBTWK301 - Use inclusive work practices

  • Establish practices that support individual differences in the workplace
  • Work effectively with individual differences
  • Assess use of inclusive practices

BSBWHS311 - Assist with maintaining workplace safety

  • Incorporating WHS policies and procedures into work team processes
  • Consultative arrangements for managing WHS
  • Organisational procedures for providing WHS training
  • Identifying hazards and assessing and controlling risks for the work area

BSBXCM301 - Engage in workplace communication

  • Plan workplace communication
  • Undertake routine communication
  • Participate in workplace communication

Elective Units

BSBWRT311 - Write simple documents

  • Plan document
  • Draft document
  • Review document
  • Write final document

BSBTEC303 - Create electronic presentations

  • Prepare to create presentation
  • Create and finalise presentation

BSBPEF301 - Organise personal work priorities

  • Organise and complete own work schedule
  • Evaluate own work performance
  • Coordinate personal skill development and learning

BSBOPS304 - Deliver and monitor a service to customers

  • Identify customer needs
  • Deliver a service to customers
  • Evaluate customer service delivery

BSBOPS305 - Process customer complaints

  • Receive complaints
  • Process complaints
  • Resolve complaints

SIRXPDK001 - Advise on products and services

  • Develop product and service knowledge
  • Respond to customer requests
  • Enhance information provided

SIRXCEG002 - Assist with customer difficulties

  • Deal with customer complaints
  • Process refunds and exchanges
  • Deal with difficult customers
  • Provide feedback on customer service