COURSE GUIDE

Certificate III in Business (Customer Engagement) BSB30120

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Introduction

Our nationally recognised BSB30120 Certificate III in Business (Customer Engagement) is designed to arm you with the tools to keep the customers coming back. You will learn how to use industry essential skills like producing documents, working as part of a team, managing feedback and complaints, and delivering quality customer service, to make sure you keep your customers happy.

Course Breakdown

E1402

BSB30120 Certificate III in Business (Customer Engagement)

Course duration: Self paced - maximum of 12 months

Recommended hours per week: 18h

Qualification level: Certificate III

Delivery method: Online

Awarded by: Open Colleges Pty Ltd (Provider number: 90796)

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Industry Overview

A specialisation in customer engagement may be used in a number of different industries, such as customer service, sales, retail or, general clerical / administrative organisations.

General clerical work shows a strong future growth and is expected to reach 342,000 jobs by 2025.

Call or Contact Centre Workers shows a moderate growth and is likely to reach 39,100 jobs by 2025.

Source: Australian Government Job Outlook (https://joboutlook.gov.au/)

Is this course for you?

This course is suited to people who have no experience and are looking to gain employment in a sales or office environment in an organisation with a strong focus on customer service or sales. The Certificate III in Business (Customer Engagement) is also a good option if you are already working in business or sales and want to formalise your experience and improve your skills to boost your job performance and prospects.

If you are an existing worker or have experience in the related industry, please inform our enrolment consultants during your enrolment conversation. You may be eligible to enrol as an existing worker and complete your studies faster. Please note - limitations do apply.

Common Career Outcomes

  • Clerical Officer
  • Customer Service Representative
  • General Clerk

What you will learn

During the course, you will learn how to:

  • Assist with WHS
  • Participate in sustainable work practices
  • Communicate in the workplace
  • Apply critical thinking
  • Support personal wellbeing at work
  • Design and produce business documents
  • Design and produce spreadsheets
  • Deliver and monitor services to customers
  • Provide advice on products and services
  • Assist with customer difficulties
  • Process customer complaints

Learning Material

Your learning materials are accessed through our online platform OpenSpace. These learning materials include 

  • Learning content 
  • Media 
  • Additional resources 
  • Learning activities 
  • Self-checks 

Your trainer

Holly Radford
Holly is an enthusiastic and dedicated professional with over 20 years of experience in business administration, account management, marketing and print.
Rosalie Pellew
Rosalie Pellew has over 30 years' experience in customer engagement; workplace training and assessment; facilitating adult education; leading and coaching customer contact teams; and supporting on-line learning students.
Tanya Galey
Tanya has many years of experience working in the Airline Industry through her role at World Aviation Systems who represent various airlines here in Sydney (Air Tahiti Nui and Hawaiian Airlines to name a few). She has extensive knowledge of Sales, marketing, reservations and the general business operations of an Airline.
Ellena Frisina
Ellena has over 15 years of experience in the beauty and cosmetic retail industry. Her journey began after completing a Diploma of Beauty Therapy and has included working in salons and cosmetic clinics, running her own beauty business, supervising work placement students, and lecturing.
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Academic Information

Open Colleges may make changes to the course from time to time to reflect changes introduced to the relevant Training Package or other regulatory requirements.

Certificate III in Business (Customer Engagement)

BSBWHS311
Assist with maintaining workplace safety
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  • Assist with incorporating WHS policies and procedures into work team processes
  • Contribute to consultative arrangements for managing WHS
  • Contribute to organisational procedures for providing WHS training
  • Participate in identifying hazards, and assessing and controlling risks for the work area
BSBSUS211
Participate in sustainable work practices
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  • Measure sustainable work practices
  • Support sustainable work practices
  • Seek opportunities to improve sustainable work practices
BSBTWK301
Use inclusive work practices
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  • Establish practices that support individual differences in the workplace
  • Work effectively with individual differences
  • Assess use of inclusive practices
BSBXCM301
Engage in workplace communication
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  • Plan workplace communication
  • Undertake routine communication
  • Participate in workplace communication
BSBCRT311
Apply critical thinking skills in a team environment
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  • Prepare to address workplace problem
  • Evaluate solutions for workplace problem
  • Finalise and review solution development process
5/ modules
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Assessment Details

  • Multiple choice Quiz
  • Projects
  • Role plays
  • Video
  • Written assessments

Recognition of Prior Learning (RPL)

We understand that you may already have many skills and areas of expertise that you have obtained in different ways and these are recognised through our Recognition of Prior Learning (RPL) process.

Our Credit Transfer & Recognition of Prior Learning Policy, available in the Key Student Information section of our website, provides more information about our RPL process. Alternatively, you can contact an Enrolment Consultant to discuss your RPL options.

Course Duration

The duration for the course is self paced - maximum of 12 months. As a self-paced online course, the time it will take you to complete is flexible and dependent on ability and time available.

Entry Requirements

Recommended Local Entry Requirements

Students will need to be at least 18 years old. Students under 18 will need a parent or guardian to complete the parent or guardian declaration on the Enrolment Form.

Students residing in WA/NT under the age of 18, who are not currently studying for their year 12 certificate cannot be enrolled.

Students are recommended to have the language, literacy, and numeracy skills that ensure the ability to read and comprehend technical terms and communicate effectively through email.

These skills are equivalent to:

  • Successful completion of Year 10 OR
  • ACSF Level 2

Tools, equipment, and skills required:

  • Access to up to 3 people to participate in role plays and assessments
  • Access to a device with audio & video capabilities to record simulated role-play tasks for submission
  • A simulated environment that reflects workplace conditions for role-play with facilities and equipment
  • Access to office equipment including telephone, photocopier / printer / scanner in a safe environment that includes an ergonomically sound computer workstation
  • Tripod to provide a stable and secure platform to mount the digital recording device• Basic computing skills
  • Access to a modern computer with high-speed internet
  • Access to Microsoft Office

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Study and pay, your way

Payment Options

Week to week
Pay as you go
Save 5%
Pay in $200.00 today & then over 52 instalments
$69.21 Weekly
Total course cost: $3,799.00
Save $200.00
was $3,999.00
Pay Upfront
Save 40%
$2,399.40 Save $1,599.60
was $3,999.00
Full course breakdown
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Studying online with Open Colleges

Flexibility - study at your own pace

When you study online with Open Colleges you’re in control.

You can choose to complete your course quickly, or keep to a steady pace. Learning is fully flexible so you can fit your everyday commitments around your studies.

Everything you need to study is online so you can study wherever you like – but that doesn’t mean you’re on your own.

OpenSpace is our online learning platform. It’s where you’ll go to access your learning materials, contact your expert trainers and assessors and upload your assessments.

What is OpenSpace?

It’s important to us that we deliver a superior, online learning platform that meets our students’ needs. That’s why we have upgraded to our brand new, custom-designed learning platform, OpenSpace.

OpenSpace provides you with a user-friendly interface, that is mobile responsive. This means that you can complete your coursework using your laptop, iPad, or mobile device. All coursework is automatically saved, providing you with the flexibility you need to complete your studies anywhere, anytime.

How to get support?

Learning Support

The learning support team will be with you every step of the way, from enrolment to graduation. They’re here to help you get the most out of your online course. They can assist by providing non-academic support - like helping you craft an achievable study plan so that you can graduate in a realistic timeframe. If you’re finding it tough to stay motivated throughout your course, they’ll be there to help keep you on track.

Student support

The Student Support team is your one-stop service centre for all student administrative issues – including enrolment, change of contact details, OpenSpace support, assessment results and certification. You can access the Student Support team by email or phone.

Trainer Support

Studying online doesn’t mean you’re on your own. Our trainers are here to help — whether you want to book a chat, send an email, join a webinar, or take part in a discussion forum. We’ve made it easy for you. Each study area has dedicated booking links and contact details, all available in OpenSpace account, so you can quickly connect with your trainer or ask a question when you need support.

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How would you like to pay for your course?

  • Pay Upfront

    Best Value

    Upfront Cost:

    $2,399.40 $3,999.00

    • One off payment

    • Save 40%

    • Total course cost: $2,399.40 was $3,999.00

    • Pay in 4 with

    • Get the best value when you pay upfront

    • Visa
    • Mastercard
    • Apple Pay
    • American Express
    • PayPal
    • View more details View less details

  • Payment Plan

    Spread the Cost

    Per Week:

    $69.21

    • Pay in 52 weekly instalments

    • Save 5%

    • Total course cost: $3,799.00 was $3,999.00

    • View more details View less details

Speak with an advisor to discuss your payment options. Call 1300 853 033.

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Holly Radford

Business & Leadership
Holly is an enthusiastic and dedicated professional with over 20 years of experience in business administration, account management, marketing and print.
She has also been working within the education and training industry since 2013, in both a face-to-face and online capacity and is passionate about the power of education. Holly runs a small online business and holds a position on the Australian Institute of Office Professionals (AIOP) WA Division Committee.

Holly holds a Bachelor of Commerce, Diploma of Business Administration, Diploma of Business, Diploma of Marketing Communication, Diploma of Social Media Marketing, Certificate IV in Training & Assessment and a Certificate III in Printing & Graphic Arts.
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Rosalie Pellew

Business & Leadership
Rosalie Pellew has over 30 years' experience in customer engagement; workplace training and assessment; facilitating adult education; leading and coaching customer contact teams; and supporting on-line learning students.
Rosalie’s experience spans various industries from retail and telecommunications to food production. Rosalie has been in Vocational Education and Training (VET) sector for over 14 years.

Pursuing her passion for adult education, Rosalie refocused into student services to assist students through their learning journey and beyond to training and assessing. She holds a Certificate IV in Training & Assessment, Diplomas in Teaching, Adult Education, Business Administration, Business and Leadership & Management.
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Tanya Galey

Business & Leadership
Tanya has many years of experience working in the Airline Industry through her role at World Aviation Systems who represent various airlines here in Sydney (Air Tahiti Nui and Hawaiian Airlines to name a few). She has extensive knowledge of Sales, marketing, reservations and the general business operations of an Airline.
Through her role at World Aviation she travelled extensively and gained knowledge on various destinations first hand. Tanya has been teaching Certificate III and Diploma of Tourism for the past 10 years to pass on her passion/knowledge for the Tourism Industry to her students. Recently Tanya has received her Certificate IV in Business Administration to supplement her current role as Operations Manager of a financial planning firm. While still consulting with the travel industry she has been in the financial Industry for the past 5 years developing relevant policies/procedures and complying with regulatory practices.

Tanya’s qualifications are Diploma of Tourism, Certificate IV in Tourism, Certificate III in Tourism , Certificate IV in Training & Assessment and Certificate IV in Business Administration.
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Ellena Frisina

Beauty & Retail
Ellena has over 15 years of experience in the beauty and cosmetic retail industry. Her journey began after completing a Diploma of Beauty Therapy and has included working in salons and cosmetic clinics, running her own beauty business, supervising work placement students, and lecturing.
She is driven by a passion for helping others feel better about themselves, sharing her knowledge with students, and watching them grow in confidence and skill. Ellena also enjoys being part of a dynamic and ever-evolving retail industry.
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Got questions? Learn more or Call 1300 853 033

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