Certificate III in Business (Customer Engagement)


Specialise in Customer Engagement

Launch your career in Business.

Is customer service what you’re good at?
Do you love connecting with and talking to people?
Do you like finding solutions?

The BSB30120 Certificate III in (Customer Engagement) course is extremely popular with frontline customer service staff. If you’re passionate about supporting the customer experience, this is the qualification for you.

In this customer engagement course, you’ll gain the tools and strategies to be more efficient and effective in customer-facing roles. You’ll learn to work with multiple communication platforms, handle complaints, build on your product and service knowledge and adhere to key performance indicators. The BSB30120 Certificate III in Business (Customer Engagement) is a nationally accredited course is designed to develop quality customer service leaders – who can handle every customer experience with style.

Become a nationally accredited and qualified business professional today with Foundation Training Australia.

Why Bother?

  • 100% online. Study when and how you want.
  • Become a customer service rockstar
  • Support from highly qualified Trainers
  • Ongoing study support and goal accountability
  • Pave your way with a nationally recognised qualification for greater career opportunities

Job Prospects

Customer service representative
Sales consultant
Information Services Officer

Study Mode

Self-paced online learning.

Next Intake

Enrol anytime



Want more info?

Discover what it’s like to study Customer Engagement.


From the day of signing up to submitting my last unit, the whole FTA team kept in touch and checked in with me often. The support I received was fantastic.”

Student Q&A: Ashleigh Morrison
Read the full testimonial

BSB30120 Certificate III in Business (Customer Engagement) Course Flyer

An in-depth look at the course, to download your own copy, click ‘get course guide’ above.

Course Structure

What you’ll learn

This customer engagement course provides the skills and knowledge to confidently build a career in a customer-facing roles. It is ideal for those wanting to gain the skills, tools and knowledge to enrich the customer experience.

Ways to study

Recognition of Prior Learning

Your experience adds up and you can use this to fast-track your qualification.  If you’ve got a tonne of industry experience this can be used to gain part or all of your qual.


Online learning has never been more social! Each student gets a dedicated Learning Engagement Officer who’s there to help you set and follow through on your goals.

Self-paced Learning

Work in your own time, when and how you want! You are in complete control of your goals and your study while, we will provide as much or as little support as you want, you call the shots.

To achieve this qualification, you must demonstrate competency in 6 core and 7 elective units. Please refer below for the core units of competency and a sample of suggested electives:

Core Units (6)

  • 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

Suggested Elective Units (7)

  • BSBTEC202 Use digital technologies to communicate in a work environment
  • BSBTEC404 Use digital technologies to collaborate in a work environment
  • BSBPEF301 Organise personal work priorities
  • SIRXCEG002 – Assist with customer difficulties
  • BSBOPS305 – Process customer complaints
  • SIRXPDK001 – Advise on products and services
  • BSBOPS304 – Deliver and monitor a service to customers

Ensuring your staff have the practical and technical skills in Business is critical to maximising the potential of your team. Our scope of Business qualifications provides foundation-level skills through to advanced and specialised skills in project management and business operations. Plus, with online learning being so accessible, you can ensure your workforce is skilled and competent in-line with your business goals.

  • Customised training plans that suit your timeline requirements
  • Our Trainers have worked in business, of all levels, their entire career. They are industry experts here to support the success of every student.
  • We are known for being responsive
  • Customer service representative
  • Sales consultant
  • Information Services Officer
  • Telemarketer
  • Customer Service Officer
  • Receptionist
  • Office Administration Officer

The course duration will vary depending on your experience, skills and chosen study mode. As a guide:

  • Between 12 – 24 months depending on your current experience and skills
  • Recognition of Prior Learning (RPL): 3-6 months- this term may be extended by Funding Criteria, amount of RPL awarded and subsequent Gap Training required  – eligibility criteria apply
  • Fee for service: 3-12 months subject to the amount of RPL awarded and subsequent Gap Training required

Your skills will be assessed through a mix of practical and theory tasks. Which is essentially showing us what you’ve learnt and how you do it.

Theory may be assessed Online. Practical Assessment will be conducted at your place of work or work site with fit for purpose facilities and equipment which are to be made available to your FTA trainer & Assessor for training and assessment purposes.

Let’s talk about the money

Ready to take the leap towards your nationally recognised qualification? View the range of funding options available to assist both students and employers in gaining valuable training.

Fee For Service

Fee For Service

Our flexible Fee For Service model accommodates individuals ready to start their qualification today while making ongoing, manageable payments.

Get started.

Step up and elevate yourself. We’re here to support you.

We celebrate all wins

Refreshing. We are the benchmark in education and training performance and we’re bloody good at it.

Learner Support

Our trainers have years of hands on experience in business, providing you with unparalleled access to first-hand industry knowledge throughout your course.

Limitless Learning

We believe that everyone should be able to learn in inspiring ways. That’s why we deliver training how you learn best plus, you get your own Learning Engagement Officer to support your progress through the course.

Recognised Qualifications

This customer engagement course is nationally recognised, so you can work anywhere in Australia with confidence.