BSB30120 Certificate III in Business (Customer Engagement)

Home / Certificate III Courses

BSB30120 Certificate III in Business (Customer Engagement)

The nationally recognised BSB30120 Certificate III in Business (Customer Engagement) will give you the tools to provide service that keeps your customer coming back time and again. Customer engagement is all about goal setting to achieve a positive customer experience.

Understanding customer needs and providing qualified advice builds customer loyalty and brand reputation. You’ll learn how to use industry essential skills like organising and planning for success, delivering quality service, monitoring systems, and managing feedback and complaints, to make it easier for customers to connect with your brand.

Learning pathway

We have put together an awesome learning pathway to prepare you for a successful career in customer service. Together with creative and easy to use worksheets, you’ll be immersed into a variety of simulated environments and navigate through activities designed to get you practising on-the-job performance and behaviour.

Units are grouped into logical batches to ensure you get the most out of the course.

Semester 1
Develop effective personal work practices
Support personal wellbeing in the workplace 
Organise personal work priorities  
Establish effective business practices
Participate in sustainable work practices 
Use inclusive work practices 
Assist with maintaining workplace safety
Engage with workpace teams

Engage in workplace communication 

Apply critical thinking skills in a team environment 

Semester 2
Create workplace documents
Write simple documents 
Design and produce spreadsheets 
Develop customer relationships
Deliver and monitor a service to customers 

Maintain business to business relationships 
Respond to the service needs of customers and clients with disability 

Process customer complaints 


  • You will have the flexibility of a 100% online customised learning experience.
  • Our short, well-structured lessons are beautifully and visually presented, making them easy to follow and understand. They include useful job aids and videos that help explain concepts.
  • All course resources are designed for you to access on the go. That means if you’re out and about, on the train or bus, at the park or beach, you can access course materials on your tablet or smartphone.
  • But that’s not all! To give you a competitive edge, you’ll have access to job-readiness short courses which will build the general skills needed to land the job of your dreams.


  • Choice of flexible course of study over 6 months. 
  • Enrolments valid for 12 months. 

Equipment and resources

You’ll need access to the following equipment to complete this course:

  • Computer with internet access
  • Device with in-built camera, for example a smartphone
  • Software packages, such as Microsoft Word, Excel, PowerPoint (or similar)
  • Adobe Acrobat Reader

Why study with us?

  • Study online and at your own pace whilst meeting your program requirements.
  • Our fully integrated learning management system helps you keep track of where you’re at and enables us to identify if you need additional support.


Once you’ve completed all of the units of competency within the course, you will be issued a Certificate III in Customer Engagement qualification.

Some roles this course will prepare you for include:

  • Call Centre Operator
  • Information Officer
  • Client Contract Officer
  • Sales Consultant