Certificate III in Customer Engagement

National Code: BSB30215
TAFE SA Code: TP00776


Throughout this course you will be trained to work with multiple communication channels, provide exceptional customer service, deliver technical advice, work in a team, adhere to Key Performance Indicators (KPIs) and capture essential data needed to grow a business.

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Up to 18 months 
Customer Service Officer Customer Service Officer

In response to COVID-19, TAFE SA has had to make some changes to how courses are delivered in Semester 1, 2020. This may result in delivery changes to your course for Semester 2, 2020. If any changes are made, TAFE SA will communicate with you directly.

Study Mode
Study Load

Course Admission Requirements

Average cost per semester
Total Fees for the 18 month course
$538 - $767
$1,077 - $1,534
$292 - $416
$584 - $832

This course is subsidised through the Government of South Australia's Subsidised Training initiative. Assessing your eligibility may include participation in a Language, Literacy and Numeracy pre-assessment. Concessions apply to Subsidised Training only.

Subsidised Training Eligibility

Fees vary depending on subjects you enrol into. TAFE SA and their agents reserve the right to make any changes necessary.

    • This course has more than one intake each Semester and you will commence at the next available intake.
  • Upfront Payment

    Each semester, fees can be paid online with VISA or Mastercard or at an Australia Post outlet.

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    Payment Plan

    If you have difficulty paying your fees upfront, you may be eligible for a payment plan.

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  • Employment Outcomes

    Call/contact centre agent, customer service representative, senior customer service

    Note: Completion of a TAFE SA course does not guarantee an employment outcome. Formal requirements other than educational qualifications (eg licensing, professional registration), may apply to some occupations.

    Qualifications & Skills Covered

    Certificate III in Customer Engagement (BSB30215)
    Skills covered include information systems, working effectively in customer engagement, developing product and service knowledge and delivering and monitoring service. To complete the qualification you are required to complete all 4 core units and 8 elective units.

    Note: Students who successfully complete only one or more units of competency but not the full qualification are eligible to receive a Statement of Attainment.

    of TAFE SA graduates find jobs or continue studying.
    of TAFE SA graduates are satisfied with the overall quality of training.

    * 2017 NCVER Student Outcomes Survey findings
  • Below is a list of all units that TAFE SA can offer in this qualification. The selection of units you will be enrolled into depends on the campus you attend, and the qualification packaging rules described on www.training.gov.au.

    Not all units listed below must necessarily be completed to achieve your qualification.


    Name Nominal Hours
    Deliver and monitor a service to customers 35
    Develop product and service knowledge for customer engagement operation 30
    Use multiple information systems 40
    Work effectively in customer engagement 30


    Name Nominal Hours
    Apply knowledge of WHS legislation in the workplace 20
    Conduct customer engagement 100
    Design and produce digital text documents 90
    Design and produce spreadsheets 35
    Develop keyboarding speed and accuracy 50
    Organise personal work priorities and development 30
    Process customer complaints 30
    Use digital technologies to communicate remotely 20
    Work effectively with others 15
    Write simple documents 30
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