Certificate II in Customer Engagement

Why choose this course?

The Certificate II in Customer Engagement is designed for people who wish to interact with customers. This qualification prepares students to gain employment in businesses driven by customer relationships or office administration.  Students will gain essential customer service skills, effective communication skills and will also learn about key technologies used for customer engagement.

Successful graduates of the Certificate II in Customer Engagement will be able to interact with customers, capture key customer data, receive and respond to customer requests, handle customer complaints and work in a team environment.

Course Information

Fast Facts

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Entry Requirements

  • Students should be a minimum of 18 years of age.
  • Students require a completed Year 10 or equivalent; or,
  • Non school-leavers are selected according to eligibility and merit, vocational experience, previous study and personal competencies.
  • English language requirements: IELTS 4.5 (with no individual band less than 4.5) or equivalent.

Unit Details

ICTICT103 Use, communicate and search securely on the internet

BSBITU203 Communicate electronically

BSBCUE205 Prepare for work in a customer engagement environment

BSBCMM201 Communicate in the workplace

BSBWHS201 Contribute to health and safety of self and others

BSBWOR203 Work effectively with others

BSBCUE203 Conduct customer engagement

BSBCUS201 Deliver a service to customers

Recognition of Prior Learning

Recognition of Prior Learning (RPL) is available for each Unit of Competency based on relevant workplace experience, formal training or other expertise. Recognition will involve mapping and submission of evidence in a portfolio form to be assessed by Site Institute assessors.


Develop skills in working in customer facing role, dealing with people, using technology efficiently and safely, organising work and delivering outcomes. Learn how to use multiple communication channels to improve customer engagement and experience.

Job Prospects
Customer service officer, Contact centre operator, front desk attendant, retail assistant

Cert II in Business provides a foundation for higher level business-related qualifications including the Cert III in Business, Cert IV in Business and the Diploma of Business. Completion of a Site Institute Diploma will provide you with a pathway into a bachelor degree at leading Australian Universities. This means you can cut down the amount of time and money you need to complete your degree, or in some cases even enrolling straight into the second year of your university course.