BSB30120
Certificate III in Business (Customer Engagement)

ABOUT THIS QUALIFICATION

This qualification is a specialised stream of the BSB30120 Certificate III in Business, with a strong emphasis on customer engagement competencies, including four customer engagement specialisation units. 
​ 
Sutherland Training delivers this qualification in full compliance with the 2025 Standards for RTOs and it is nationally recognised across Australia.

WHO IS THIS COURSE FOR?

This course is perfect for those who are interested in working closely with customers in a customer engagement role.   Gain excellent knowledge, skills and confidence for this industry and learn how to deal with all different types of customers. 

No previous requirement working in this field is required to complete this course.  For those who have experience engaging with customers, this qualification will validate your existing skills and give you the opportunity to build on existing skills.

​The world of business relies heavily on Customer Service staff to inform, support and enlighten new and existing customers. This is a vital role and keeps businesses afloat.  This qualification will provide you with the skills you need to undertake a wide range of administrative tasks and be ready to face customers with the skills to support any situation that may arise.
​
Clients include: 
- mums preparing to re-enter the workforce 
- those ready for a career change 
- those currently in a customer service role who need existing skills validated
- school leavers
-those upgrading existing qualifications
-business owners 
- South Australian School students wishing to gain credits for their SACE.

WHY CHOOSE SUTHERLAND TRAINING

Since becoming a Registered Training Organisation (RTO) in 2011, we have worked with hundreds of students wishing to gain skills for life or work. We have seen many of them move in to rewarding and long-term careers in customer engagement which has provided pathways to other roles as well.

We specialise in the field of administration, which includes learning how to deal with customers. Our resources for this qualification are engaging with an easy-to-use learning portal and content approved and continually updated by industry experts.  We make sure that the knowledge you are learning is current and in line with the industry.

Our assessors are TAE qualified with years of industry experience and expertise. Our bespoke Performance Tasks prepare you for real-life situations as though you were already in the job. 

We also provide a suite of FREE additional resources to provide further skills on top of your course.
This extra suite of resources provides that additional edge to prepare you for the workplace and stand out. 

Enter the workforce with confidence and skills!

CAREER OPPORTUNITIES

Upon graduation with this qualification, you can work in the following job roles: 
​
​- Receptionist
- Customer Service Representative
- Call centre operator
- General Administrator

UNITS OF COMPETENCY

Packaging rules:
Successful completion of this course requires the fulfilment of 13 units of competency: 6 core units and 7 compulsory elective units.   Four of these units are specialisation units with a focus on customer engagement. 

Nine units in this qualification are compulsory and are listed below.
Four units in this qualification are compulsory customer engagement specialisations.
Total of 13 units of competency

​​Units include:
No.
Unit Code
Unit Description
Unit Type
1
BSBCRT311
Apply critical thinking skills in a team environment
Core
​2
BSBPEF201 ​
Support personal wellbeing in the workplace
Core
3
BSBSUS211 ​
Participate in sustainable work practices
Core
4
BSBTWK301 ​
Use inclusive work practices
Core
5
BSBWHS311 ​
Assist with maintaining workplace safety
Core
6
BSBXCM301 ​
Engage in workplace communication ​
Core
7
BSBTEC301
​Design and Produce Business Documents
Compulsory Elective
8
BSBTEC302
Design and produce spreadsheets
​Compulsory Elective
9
​BSBPEF301
Organise Personal Work Priorities
Compulsory Elective
10
BSBOPS304
Deliver and Monitor a Service to Customers
Specialisation Elective
11
BSBOPS305
Process Customer Complaints
​Specialisation Elective
12
SIRXCEG002
Assist with customer difficulties
Specialisation Elective
​13
SIRXPDK001
Advise on products and services
Specialisation Elective

COURSE FEE

The full fee for this course $1,690.00

PAYMENT METHODS
1. Direct Deposit
2. Credit card – all credit cards accepted 
 
If you are not able to pay upfront we can offer you flexible payment plans - extra fees apply.​

SUBSIDIES UNDER THE "CAREER START" PROGRAM (QUEENSLAND ONLY)
Click here to check your eligibility for Career Start subsidies

ENROLMENT

Enrol anytime and take 12 months to complete your course.

DELIVERY MODE

This course is delivered 100% online on our user-friendly Learner portal.

SUPPORT AND WELLBEING SERVICES

Standard 2.6 - Standards for RTOs 2025

Sutherland Training prides itself on the wellbeing and support services that we offer. 

These include:

Internal support and wellbeing services
  1. Assigned assessor for each unit.  Information about each assessor for their course via our “Assessor Profiles” document that is sent to them.  This informs them of all their contact details, availability etc.
  2. The learner can contact their assessor directly by clicking on the “Message Assessor” button on the dashboard of their portal or by sending an email.
  3. Each learner receives a monthly “check-in” email once to see how they are travelling against their Progress Goals and to address any “issues”.
  4. “Care calls” are made on an ad-hoc basis if we feel a student is falling behind or needs extra support.
  5. Zoom calls can be arranged for additional support.
  6. Financial wellbeing – we can offer learners payment plans for fees or advice on budgeting etc if they are not able to make payments.
 
External support and wellbeing services
​
We can provide the learner with links and information for:
  1. Mental Health and counselling services.
  2. Cultural and demographic-specific supports:  
  3. Safety and crisis support:

ENTRY REQUIREMENTS

In order to undertake this course, you will need to meet the Language, Literacy, Numeracy and Digital (LLND) requirements.  You will be required to undertake an LLND test.

You will also need access to a computer and a stable internet connection. 

We recommend undertaking this course on a Windows computer and not Apple Mac.  ​

DURATION

Your course must be completed within 12 months or sooner.  Start anytime and study at your own pace

DUAL QUALIFICATIONS

After successful completion of this qualification, you will automatically gain nine credit transfers towards:

- BSB30120 - Certificate III in Business (Medical Administration)
- BSB30120 - Certificate III in Business (Customer Engagement)

You need only undertake an extra four units to gain your second qualification. Please contact us to discuss further.

CERTIFICATION

​Sutherland Training is a Registered Training Organisation RTO # 31956.  This qualification leads to the issuance of  ​AQF certification documentation which is nationally recognised.

REQUEST COURSE INFO.
TESTIMONIAL 
Thoroughly enjoying the course and learning all there is to know about working within the administration area. 
Samantha T
TESTIMONIAL 
I loved doing the course online, every aspect of the portal was user friendly.
The resources were very helpful! It assisted me in researching and then understanding certain aspects of the medical industry.  It kept wanting me to learn more and more.
This course is extremely informative, it opens your eyes to the different aspects of being a medical admin worker.
I just want to say thank you, this course was lifechanging!
Sally C
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