Certificate III

in Customer Engagement

Our Certificate III in Customer Engagement qualification reflects the roles 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.


Successful completion of the BSB30215 – Certificate III in Customer Engagement course, may lead to employment opportunities, such as:  Customer Service Representative; Customer Engagement Operator; or Sales Consultant.

Please note: This course provides skills and knowledge to the industry standard, but does not guarantee a job.


We use a range of assessment methods for this qualification, including:

  • Short answers;

  • Projects;

  • Activities; and

  • Workplace Observation or Observation in a Simulated Workplace.



There are no formal entry requirements for this course. However, prior to

enrolment students are required to provide their Unique Student

Identifier and photo identification. Prospective students may be required to complete a language, literacy and numeracy assessment.



This qualification can be completed in twelve months. The volume of learning offered by Aurora Training and Professional Services may vary per student depending on their existing skills and knowledge. More experienced students are likely to complete the course in a shorter period of time. The duration may vary depending on Credit Transfer [CT] or Recognition of Prior Learning [RPL]. Students can apply for CT or RPL at the time of enrolment



Delivery of training may take differing forms, including Face-to-Face, Online, Work-based, Blended and Traineeships, dependent on the requirements of the Client or the needs of the cohort.

Units of Competency

  • BSBCMM301 – Process customer complaints (E)

  • BSBCUE203 – Conduct customer engagement (E)

  • BSBCUE301 – Use multiple information systems (C)

  • BSBCUE307 – Work effectively in customer engagement (C)

  • BSBCUE309 – Develop product and service knowledge for customer engagement operation (C)

  • BSBCUS301 – Deliver and monitor a service to customers (C)

  • BSBPRO301 – Recommend products and services (E)

  • BSBINN301 – Promote innovation in a team environment (E)

  • BSBWHS307 – Apply knowledge of WHS laws in the workplace (E)

  • BSBWOR201 – Manage personal stress in the workplace (E)

  • BSBWOR203 – Work effectively with others (E)

  • BSBWOR301 – Organise personal work priorities and development (E)

(C) – Core unit; (E) – Elective unit

This qualification consist of 12 units of competence, as shown below. Please call Aurora Training and Professional Services for enquiries about customisation and contextualisation.



This training is subsidised by the NSW Government.

  • Exemption: $0

  • Concession: $240

  • First Qualification: $1,320

  • Second Qualification: $1,580

  • Traineeships: $0

The fees for the course will vary based on the eligibility criteria. For more information please visit


If you are ineligible for government subsidised training, or would rather undertake this course on a fee-for-service (FFS) basis, the cost to undertake this nationally recognised qualification is:

  • $2,800

  • Aurora TPS does not accept upfront payments of more than $1,500. If a student’s fee is more than this amount, the support of a flexible payment plan will be offered to students.


  • Application for Enrolment $200

  • Deferment Fee (administration charges) $50

  • Replacement of Testamur/ statement of attainment / Qualification Certificate $50

  • Repeat of unit (Third attempt onwards Per unit) $150

  • RPL assessment Contact us for a quote


Please note: courses fees and additional charges may change from time to time, please check with Aurora Training and Professional Services staff for updates.


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