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BSB20215 Certificate II in Customer Engagement

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If you are aspiring to work directly with customers under supervision and with a limited authority to delegate this is the course for you.

This qualification examines multiple working channels, receiving and responding to customer requests and capturing essential customer data.

The BSB20215 Certificate II in Customer Engagement is nationally recognised and has been developed against national requirements.

Are you an employer? Transform your workforce today! We offer competitive rates to upskill your employees.

Course summary

Course code
Qualification gained
Certificate II in Customer Engagement
Nationally recognised
Study mode
Flexible delivery (including online with some projects / activities and/or skills-based training)
Course fees
Pay up-front, pay by installment or completely customise your own payment plan here.

Employers, ask about our group/corporate rates and traineeships availability.

Click here to check if you are eligible for Smart and Skilled funding.

No VET-FEE loan debt
Flexible duration
Up to 12 months
Study load
Start date
Start anytime
Assessment method
A combination of short answer questions and some extended responses

Career opportunities

  • Customer Contact Assistance
  • Customer Sales Operator

Course units

Prepare for Work in a Customer Engagement Environment
Communicate in the Workplace
Conduct Customer Engagement
Conduct Outbound Customer Engagement
Recommend Products and Services
Deliver a Service to Customers
Work Effectively with Diversity
Process Customer Complaints
Work Effectively with Others

Entry requirements

  • Access to a computer with word processing, PDF reader capabilities and an internet connection
  • A good command of written English
  • Ability to allocate appropriate study hours per week

If you have these essential requirements, then you can get started immediately.

Qualification pathways

  • Complete the required training and the assessment requirements
  • Have you studied a related course? Apply for Recognition of Prior Learning (RPL)
  • Are you currently working in a related industry? Apply for Recognition of Current Competency (RCC)
Student reviews

"The great customer service and prompt responses to my email enquiries helped me to choose Australian College as my preferred online training course.

This was also the case while completing my course online and the trainers were especially helpful with their responses and feedback.I would be happy to recommend Australian College and would strongly consider their courses for any future study requirements. Thank you!"

Rima Obeid

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