BSB30120 Certificate III in Business (Customer Engagement)

Build a successful career in customer engagement.

The BSB30120 Certificate III in Business (Customer Engagement) equips you with essential skills to thrive in customer service roles such as Customer Support Officer, Sales Consultant, or Account Manager. If you’re starting out or looking to enhance your skills, this course prepares you for a dynamic, customer-facing career.

What You’ll Be Able to Do in Your Job Role

This course focuses on the practical skills you’ll need in the workplace, helping you succeed in customer engagement roles across various industries. Here’s what you’ll master:

• Manage Customer Relationships – Confidently handle customer interactions, including advising on products and services, resolving complaints, and managing business-to-business relationships.
• Deliver Outstanding Customer Service – Learn how to monitor and deliver exceptional service that meets customer needs and ensures satisfaction.
• Work Across Multiple Communication Channels – Develop the ability to engage with customers through various communication platforms, from emails to phone calls, ensuring a consistent and professional experience.
• Handle Difficult Situations – Build confidence in addressing and resolving customer difficulties, turning challenges into opportunities for improved service.
• Organise Work Priorities – Manage your time efficiently by prioritising tasks, meeting deadlines, and maintaining smooth operations in a busy customer service environment.
• Collaborate Effectively – Apply critical thinking skills and work inclusively within a team to solve problems and enhance workplace wellbeing.

Why Choose This Course?

• Practical, Job-Ready Skills – Gain hands-on experience with tasks you’ll encounter daily in a customer service role.
• Flexible, Self-Paced Study – Learn at your own pace, with online materials and support from experienced trainers, ensuring you can balance work and personal commitments while you study.
• Career Advancement – This qualification opens the door to a range of roles in customer service, sales, and account management, with the potential for career progression.

Start Anytime, Study Anywhere

With fully online, self-paced learning, you can enrol and begin your studies whenever it suits you. You’ll have access to eLearning resources, ongoing support from trainers, and the flexibility to shape your learning around your life.

Take the First Step Today!

Fill out our form or call us at +61 1300 783 283 to start your journey towards a successful career in customer engagement.

BSB30120 Certificate III in Business (Customer Engagement)

Course Description

Australian College offers a version of BSB30120 Certificate III in Business, with specialised units, to prepare you for a career in Customer Engagement. It is the course for people seeking careers as Customer Centre Operators or Sales Consultants. In this course, students will gain skills in dealing with customer complaints, customer service excellence, multiple communication channels, time management and working effectively within a team environment.

BSB30120 Certificate III in Business (Customer Engagement) 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, judgement and relevant theoretical knowledge. They may provide technical advice and support to a team.

Study Mode

Self-paced completed online in your own time, at your own pace.

This course is delivered using an asynchronous study methodology, utilising mainly online delivery (eLearning) of learning materials and assessment resources.

We provide our students ongoing support throughout the course duration via telephone, emails and/or virtual online meetings, on request.

Flexible Duration

Up to 15 months – Can be extended up to and no longer than 3 months depending on course progression.

Study Load

Self-Paced – Completion of one unit per month is recommended to ensure ongoing progression and completion within the course duration.

Start Date

Start anytime

Course Units

This qualification consists of 13 units (6 core units and 7 elective units).

Course Completion / Qualification Pathways

Students obtaining a ‘competent’ result for all units of competency will achieve the BSB30120 Certificate III in Business (Customer Engagement) certificate. 

A Statement of Attainment will be issued to students who complete less than the required units for the full qualification. 

*Note: Australian College does not guarantee successful completion of the course nor guarantees a particular employment outcome on completion of the qualification.’

Graduates may choose to further their study through enrolment in the BSB40120 Certificate IV in Business, BSB40320 Certificate IV in Entrepreneurship and New Business.

Career Opportunities

On completion of the course, graduates may aspire to work in the industry as a customer service officer, administration officer, assistant, data entry clerk, office assistant, receptionist.

This course does not have mandatory entry requirements as outlined in the training package.

However, Australian College has certain admission criteria for this course. Prospective students must:

• be minimum 15 years of age or older at the time of enrolment. Parental consent is required from all students under the age of 18 years
• complete a language, literacy and numeracy test prior to enrolment
• depending on the unit, students may be required to interact with actual or simulated team members, clients and staff and maybe required to participate in audio/video-recorded role-plays with others.
• obtain their Unique Student Identifier (USI) and provide it to Australian College. Information on how to obtain a USI can be found here.
• agree to comply with Australian College policies and procedures as published on the website and outlined in the Student Handbook.
• pay all fees as outlined in the Enrolment Terms and Conditions.

Students must have access to and be able to operate:

• An internet-enabled PC/Laptop or similar running a current operating system (e.g. Windows 10 or Mac OSX)
• An audio/video recording device (such as a mobile phone) for the purpose of preparing audio/video assessment recordings
• Microsoft Office (or compatible software)
• Current web browser (e.g., Chrome)
• Adobe Acrobat Reader or another PDF document viewer
• Valid email address

Overseas Students Policy

This course is not available to students on an Overseas Student Visa.

As defined in the ESOS Act 2000, Overseas students are not eligible to apply to enrol in this nationally recognised course, nor are they eligible for certification. Please refer to the Enrolment Terms and Conditions.

This qualification does not require mandatory work placement. 

However, Australian College recommends students to have access to a real office work environment for them to practice and complete assessment tasks using specific software and equipment.

Course Fees – $3,500

PAYMENT OPTION 1 – $1,400 on enrolment, $1,400 on week 2, $700 on week 3
PAYMENT OPTION 2 – $450 deposit, then $70 weekly (for 50 weeks) = $3,950
PAYMENT OPTION 3 – Zip Money or customise your own payment plan