Qualification Outline

Date retreived
22/07/2026 6:59 AM AWST

Whilst all efforts are made to provide accurate and timely information from the relevant source/documentation, please be aware that the information supplied may not be the most current version. The accuracy of the detail has not been confirmed by the Department and therefore should not be relied upon without first confirming the contents.

Certificate II in Customer Engagement

Certificate II in Customer Engagement

Qualification
National Code:
BSB20215
State Code:
AVQ9
TGA Status:
Replaced
DTWD Status:
Transition (Replaced)
National Endorsed, State Implementation and Classification
Field of Education
0805 - Sales And Marketing
Original TGA Release Date
25/03/2015
Approved Date
15/09/2015
Stream of Study
Initial Vocational (3100 - 3600)
VET Act Classifier
B
Nominal Hours
385
Duration
1 Semester
Current Release Number
2.00
Current Release Date
27/09/2018
VET Act Conditions
—
Releases
Release Version Release Date TGA Status DTWD Status
2.00 27/09/2018 Current Approved
1.00 25/03/2015 Replaced Approved
Description

This qualification reflects the role of individuals who typically work with multiple communication channels, capture data and provide customer service. Typically, individuals in this role work under direct supervision, with limited authority to delegate.

Licensing/Regulatory Information

No licensing, legislative or certification requirements apply to this qualification at the time of publication.

Schedule
Packaging Rules
Total number of units = nine (9)
- three (3) core units plus
- six (6) elective units, of which:
- three (3) units must be from the elective units below
- the remaining three (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.
1. Core Units

All three (3) units must be completed.

State Code National Code Title Hours Type
AUL22 BSBCMM201 Communicate in the workplace 30 Unit of competency
AUJ37 BSBCUE203 Conduct customer engagement 100 Unit of competency
AUI19 BSBCUE205 Prepare for work in a customer engagement environment 40 Unit of competency
2. Elective Units

At least three (3) units must be chosen from the elective units listed.
Please refer to the packaging rules for the full details of available options.

State Code National Code Title Hours Type
AUK75 BSBCUE308 Conduct outbound customer engagement 20 Unit of competency
AUL95 BSBWHS201 Contribute to health and safety of self and others 15 Unit of competency
AUK74 BSBCUS201 Deliver a service to customers 40 Unit of competency
AUH51 BSBCUE309 Develop product and service knowledge for customer engagement operation 30 Unit of competency
AUI68 BSBWOR201 Manage personal stress in the workplace 40 Unit of competency
OAE50 BSBITU111 Operate a personal digital device 20 Unit of competency
AUU08 ICTICT203 Operate application software packages 60 Unit of competency
AUK30 BSBCUE305 Process credit applications 40 Unit of competency
AUK60 BSBCMM301 Process customer complaints 20 Unit of competency
AUK72 BSBLED301 Undertake e-learning 40 Unit of competency
OAE62 BSBITU213 Use digital technologies to communicate remotely 20 Unit of competency
AUL27 BSBCUE301 Use multiple information systems 40 Unit of competency
AUU13 ICTICT103 Use, communicate and search securely on the internet 50 Unit of competency
AUH64 BSBWOR203 Work effectively with others 20 Unit of competency
Replaces
State Code National Code Title Type
D690 BSB20211 Certificate II in Customer Contact Qualification
Replaced By
State Code National Code Title Type
BFT1 BSB20120 Certificate II in Workplace Skills Qualification
No information
Entry Requirements

Nil

Traineeships and Apprenticeships
(TR20005) CUSTOMER ENGAGEMENT (LEVEL 2) Traineeship