Certificate III in Business

Customer Engagement

INTRO – The BSB30120 Certificate III in Business (Customer Engagement) is a nationally recognised qualification which is designed to provide you with the skills and knowledge to help you to develop a career in business, business administration and customer engagement.

COURSE DETAILS – This qualification reflects the role of individuals in a variety of Business Services job roles. It is likely that these individuals are establishing their own work performance.

Individuals in these roles carry out a range of routine procedural, clerical, administrative or operational tasks that require technology and business skills. They apply a broad range of competencies using some discretion, judgment and relevant theoretical knowledge. They may provide technical advice and support to a team.

ENTRY REQUIREMENTS – No specific entry requirements. A good command of written English and the ability to allocate appropriate study hours each week. LLN must be completed as part of the enrolment process.

ASSESSMENT METHODS – All units of competence will require knowledge questions, a project and work placement. (no videos required)

DELIVERY – All assessments are completed online with 76 hours of work placement required.

COURSE STRUCTURE – Online delivery – 12 months – Study at your own pace

COURSE REQUIREMENTS – To complete your course you will need to have access to a computer with software programs such as Word, PowerPoint or similar. You will also need access to a workplace to complete 76 hours of work placement.

UNIQUE STUDENT IDENTIFIER (USI) – It is mandatory for all students undertaking Nationally Recognised Training in Australia to have a USI. You will need your USI in order to enroll. Visit for more information.

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STUDENT HANDBOOK – Please read the complaints policy, appeals policy, refund policy and more in our student handbook before you enrol.

QUALIFICATIONS PATHWAY – After achieving the certificate III in Business, students may choose to undertake further studies in business related fields. This may include BSB40120 Certificate IV in Business.

CAREER OPPORTUNITIES AND OUTCOMES –  May include Accounts receivable or payable clerk, receptionist, office administrative assistant, word processing officer, personal assistant, phone sales, retail administrative assistant.



Apply critical thinking skills in a team environment


Assist with maintaining workplace safety


Use inclusive work practices


Participate in sustainable work practices


Support personal wellbeing in the workplace


Engage in workplace communication



Write simple documents


Design and produce business documents


Organise personal work priorities


Deliver and monitor a service to customers


Process customer complaints


Process financial transactions


Organise schedules

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