BSB30120 Certificate III in Business (Customer Engagement)

BSB30120 (Customer Engagement)

Are you looking for your first step within a customer service focused role? This qualification will provide you with all of the practical skills and knowledge to be able to work effectively within a team and deliver exceptional customer service.  You will develop the skills to identify customer needs, provide product and service information, manage customer complaints as well as communication and problem solving skills which are essential for any workplace.  

Career outcomes related to this training include Customer Service Representative, Administration Assistant, Reception and Call Centre Operator.

Delivery Mode
Fully Online
You’ll be supported by a dedicated trainer with access learning resources at your fingertips, and connect with other students working through the same course.
Study Load
Part Time
Enrol in up to two units per intake.
Course Fees
Flexible, interest free payment plans are available for this course.

What You'll Learn

MiTraining delivers this qualification with set electives. That means the elective units of competency shown in the course structure below were chosen to reflect the work outcomes, skills and knowledge required to be successful in a contemporary workplace at this level.

Course Structure

Subject Name Unit Code Unit Name Core/Elective Duration
Part One Apply critical thinking skills in a team environment Core 6 weeks
Part One Support personal wellbeing in the workplace Core
Part Two Participate in sustainable work practices Core 6 weeks
Part Two Use inclusive work practices Core
Part Three Assist with maintaining workplace safety Core 6 weeks
Part Three Engage in workplace communication Core
Part Four Design and produce business documents Elective 6 weeks
Part Four Write simple documents Elective
Part Five Organise personal work priorities Elective 6 weeks
Part Five Deliver and monitor a service to customers Elective
Part Six Process Customer Complaints Elective 6 weeks
Part Six Assist with customer difficulties Elective
Part Seven Advise on products and services Elective 3 weeks

Course Intakes

  • Monday 6 Dec 2021

  • Monday 3 Jan 2022

Course Duration

This qualification comprises 13 units of competency (6 core and 7 elective) and is delivered over seven teaching periods.

You’ll undertake the units in “blocks” to help you manage the course work and assessment. There is a maximum of up to 12 months allowed to complete all units and assessments in the qualification.

The total time it takes to complete the course usually depends on your previous work experience and the pace at which you prefer to study.

Entry Requirements

There are no formal educational entry requirements for this course. To support you to successfully complete the qualification you must meet the following entry requirements:

  • Aged 18 at the time of enrolment, or turning 18 within 6 months of commencing the course. Applicants under the age of 18 must have their enrolment paper work witnessed by a parent or guardian.
  • Entry into this course is dependent on successful completion of Language, Literacy and Numeracy Assessment.
  • All of our courses are delivered in English, if English is your second language you may need to provide results of an English language test that you have recently undertaken. We require proof of your English language capabilities to ensure that you can understand the course content and assessment requirements.
  • Minimum computer literacy standards as well as unrestricted access to the internet. You must have knowledge of and access to Office 365 as well as the ability to record assessments.
  • Eligibility to provide a Unique Student Identifier (USI) at enrolment. Creating or looking up your USI is a simple process that can be done online at   
  • Have access to one, or a range of, workplace environments (past or present) that will provide you with the opportunity to complete a range of assessment tasks that are based on/in a real workplace environment.

View the Student Handbook for more information.


Undertaking this qualification will require you to complete a range of assessments to assess your competency against the performance criteria. Assessments have been designed with a focus on workplace outputs.

A variety of assessment methods are used:

1. Assessing theoretical and applied knowledge

2. Assessing the application of skills through projects, scenarios and demonstrations

3. Gathering evidence that shows your ability to perform key tasks

Each assessment method provides a different type of evidence. Taken together, the complete assessment provides a holistic view of your ability to perform competently and confidently to the level set down in the Competency Standards. To be issued with a qualification testamur students must be deemed competent in each unit of competency and meet all requirements of the course.

Course Fees

MiTraining offers several interest free payment plan options including your choice of a deposit amount, then fortnightly or weekly instalments to pay the remaining course fees over the duration of your studies. Deposit amounts start from just $100. To view all payment plan options click Apply Now.

Fees for Trainees

Undertaking the qualification as part of a traineeship may reduce the course fees. Please contact MiTraining to discuss your options. Please read the Available as a Traineeship section on this course page for more information.

Recognition of Prior Learning

Recognition of Prior Learning (RPL) is an assessment pathway that enables you to demonstrate competence from prior experience and learning. RPL applications require a portfolio of evidence which will be assessed, together with a competency conversation or skills test/check. For more information view the RPL Policy or download the RPL Application Form on the Policies and Procedures page.

Available as Traineeship

Traineeships are designed for those entering the workforce to develop skills and knowledge as a foundation for a successful career. Put simply, you'll undertake paid employment to learn real job skills while completing this nationally recognised qualification.

To be enrolled into a traineeship, you will need to look for an employer to hire you. To search for the latest traineeships including this qualification visit MIGAS Apprentices and Trainees specialising in hiring and supporting apprentices and trainees Australia wide.

As a general rule only Australian and New Zealand Citizens on a valid passport, and with unrestricted work rights, may undertake the course as part of a traineeship. Completion of Year 12 is recommended, however individuals who are 13 and over and still enrolled at secondary school may apply.

If you are considering a traineeship with this qualification please enquire with MiTraining or apply for a trainee role with MIGAS before submitting your enrolment application.



BSB30120 Certificate III in Business

This course is designed for those seeking a career in business and administration across a broad range of industries.