BSB30120 Certificate III in Business (Customer Engagement)

The BSB30120 Certificate III in Business (Customer Engagement) is the perfect course for people seeking careers as Customer Service Representatives, Contact Centre Operators or Sales Consultants. In this program, you will gain skills in dealing with customer complaints, customer service excellence, multiple communication channels, time management and working effectively within a team environment.

Graduate in only 40 weeks

Online Classes

Monthly intakes

Funding Options Available

Course Structure

Unit Code Unit Name
BSBXCM301 Engage in workplace communication
BSBOPS304 Deliver and monitor a service to customers
SIRXMKT001 Support marketing and promotional activities
BSBPEF301 Organise personal work priorities
BSBTEC302 Design and produce spreadsheets
BSBTEC301 Design and produce business documents
SIRXCEG002 Assist with customer difficulties
BSBSUS211 Participate in sustainable work practices
BSBTWK301 Use inclusive work practices
BSBWHS311 Assist with maintaining workplace safety
BSBPEF201 Support personal wellbeing in the workplace
BSBOPS305 Process customer complaints
BSBCRT311 Apply critical thinking skills in a team environment

Student Support Services

  • Dedicated Trainers to help with training and assessment
  • Access to iLearn – our 24/7 learning management system
  • Access to online Language Literacy and Numeracy testing and tools to help with proficiency skills if required
  • Opportunities to collaborate online with peers
  • Free access to employment assistance through Joblinx

Career Opportunities

  • Customer Services Representative
  • Sales Consultant
  • Call Centre Operator
  • Telemarketer

Fees and funding options

Domestic Students


Certificate 3 Guarantee (C3G) Program

2023 Fees: $3,450

A traineeship combines paid work with on-the-job training and study that’s done in work hours, in a supportive work environment.

Trainee must be employed full-time or part-time
May be eligible for workplace incentives from the State or Federal Government
Training is blended online / workplace delivery
Regular contact to support training

  • Employer Contribution Fee: $771.00
  • Trainee Contribution Fee: $1.60 per nominal hour*

*Concessional fees may apply for eligible trainees

Sarina Russo Institute is approved to deliver the BSB30120 under the Certificate 3 Guarantee Program.

To be eligible for the Certificate 3 Guarantee Program, a participant must:

  • – be aged 15 years or older
  • – be no longer at school (with the exception of school students in Years 10, 11 and 12 undertaking a VET in School (VETis program)
  • – permanently reside in Queensland
  • – be an Australian Citizen, Australian permanent resident (includes humanitarian entrant), temporary resident with the necessary visa and work permits on the pathway to permanent residency, or a New Zealand citizen; and
  • – not hold, and not be enrolled in a certificate III or higher-level qualification, not including qualifications completed at school and foundation skills training

Concessional Student Co-Contribution Fee: $50
Concessional Unit Price Breakdown:
• Core units: 5 x $3.85, 1 x $3.87
• Elective units: 7 x $3.84

Non-Concessional Student Co-Contribution Fee: $160
Non-Concessional Unit Price Breakdown:
• Core units: 5 x $12.31, 1 x $12.35
• Elective units: 7 x $12.30
For full terms and conditions of this program, please refer to

Enquire now