BSB20215 Certificate II in Customer Engagement in AU - Study in Pty Ltd

BSB20215 Certificate II in Customer Engagement

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Qualification Name: Certificate II in Customer Engagement (Release 2)

Qualification Code: BSB20215

Other Mode: Classroom – Study | Online | RPL | Credit Transfer

Offered By: Affiliated Institutions

This program can increase employability abilities as you figure out how to effectively communicate across several channels and acquire the skills to be exceptionally prepared at your workplace. During these roles, you will communicate with customers under immediate direction of any Manager. You will be required to communicate with and answer customers’ needs and catch this detail so you can use it to improve sales.

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STUDY IN can help you to find the right institution based on your requirements. We can help you to prepare your application for Enrolment – Admission – Credit Transfer – RPL – Upskills/Upgrade

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Why Study BSB20215 Certificate II in Customer Engagement?

The BBSB20215 Certificate II in Customer Engagement is focused on the real world and relevant contexts that make the student highly skilled and be ready by meeting industry benchmark. Going through the program will give the required skills you can use immediately and encourages you to think diversely.

This BSB20215 has become developed by industry specialists and endorsed by sector bodies and can be sure you have the practical knowledge to ‘hit the ground running’ in modest, medium, or big organizations across the industry. 

Experience alone is no longer efficient; potential employers are looking for evidence of professional proficiency via a current formal qualification.  

  1. 1
    Get your Skills Recognised

    The Certificate II in Customer Engagement is focused on people who play out a scope of cutting-edge client care capacities, generally acted in a group domain and under supervision with some position to assign. Undertakings may incorporate dealing with a scope of correspondence channels, offering amazing client care, sticking to scratch execution markers, offering specialized help and information capturing.

  2. 2
    What Evidence you Need ?

    You should give a scope of proof to help your assessor to settle on a choice about your ability. The sorts of proof you might be approached to give can include:

    • Résumé
    • ID
    • Letter of Employment
    • Current employment contracts
    • Letters of reference
    • Videos or photos of your work.
    • Evidence of overseas qualifications.
    • Transcripts or assessments from related previous qualifications.
    • Apprenticeship papers
    • Payslips/work contract/ ABN if self-employed
    • Performance Review
    • WHS/OHS Policies and procedures
    • Internet/Technology Use Policy
    • Complaints and Appeals handling forms and procedures
    • Screenshots of Information Systems
    • Operational Plans
  3. 3
    What are the Potential Job Opportunities?

    For a student, it is crucial to know the occupation he/she will eligible once finish a qualification successfully. If you complete this qualification, you will able to work with this role.

    • Customer Service Representative
    • Tele-Sales Representative
    • Customer Contact Agent
    • Customer Contact Operator
  4. 4
    Packaging Rules

    Total number of units = 9 

    3 core units  plus

    6 elective units , of which:


    • 3 units must be from the elective units below
    • the remaining 3 units may be from the elective units below, or from qualifications at the same level or one higher in any endorsed Training Package or accredited course.


    Elective units must be relevant to the work environment and the qualification, maintain the integrity of the AQF alignment and contribute to a valid, industry-supported vocational outcome.


    Core Units 


    BSBCUE203 Conduct customer engagement

    BSBCUE205 Prepare for work in a customer engagement environment

    BSBCMM201 Communicate in the workplace


    Elective Units 


    BSBCUE301 Use multiple information systems

    BSBCUE305 Process credit applications

    BSBCUE308 Conduct outbound customer engagement

    BSBCUE309 Develop product and service knowledge for customer engagement operation

    BSBCMM301 Process customer complaints

    BSBCUS201 Deliver a service to customers

    BSBITU111 Operate a personal digital device

    BSBITU213 Use digital technologies to communicate remotely

    BSBLED301 Undertake e-learning

    BSBWHS201 Contribute to health and safety of self and others

    BSBWOR201 Manage personal stress in the workplace

    BSBWOR203 Work effectively with others

    ICTICT103 Use, communicate and search securely on the internet

    ICTICT203 Operate application software packages

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