Certificate II in Customer Engagement (Local Students ONLY)


  • Course Code BSB20215
  • Duration 26 weeks (20 weeks of study, 6 weeks of holidays)

Course Outline

It is said that ‘simplicity is the ultimate sophistication’. In our Certificate II in Customer Engagement we aim to teach you the basic yet fundamental skills that, on their own, will equip you with the ability to communicate and build successful relationships with customers and stakeholders. You will learn how to conduct customer engagement in an efficient manner, communicate in the workplace, manage and process customer complaints, as well as learning how to prepare yourself for work in a customer engagement environment.

Successful completion of our Certificate II in Customer Engagement will allow you to gain employment in customer service representative roles, where you will provide advice and assistance to clients, as well as inputting data.

*Please note this course is only offered via work-based learning (traineeships), RPL, distance learning and online assessment.

  • Entry Requirements

    Successful completion of Year 9 (or equivalent).

    IELTS score of 3.5 (or equivalent).

  • Documentation Required For Assessment

    General Employment Documents:

    • – Brief CV or work history
    • – Position descriptions
    • – Certificates/results of assessment
    • – Details of in house courses, workshops, seminars, and orientation or induction sessions
    • – References/letters from previous employers/supervisors

    Workplace Documentation:

    • – Any licenses
    • – Brief CV or work history
    • – Certificates/results of assessment
    • – Certificates/results of assessment – interstate/overseas
    • – Certificates/results of assessment – universities
    • – Photographs of work undertaken
    • – Diaries/task sheets/job sheets/log books
    • – Membership of relevant professional associations
    • – Hobbies/interests/special skills outside work
    • – References/letters from previous employers/supervisors Industry awards
    • – Any other documentation that may demonstrate industry experience

    Depending on the industry sector you have worked in, you may or may not have documentary evidence available. This should not deter you from seeking RPL as the Assessor will work with you during the RPL process.

    You will also need to supply contact details of one or two work referees who can confirm your skills in the industry. Think about who the best person to confirm your skill level would be.

    Think about current or recent supervisors or employers who have observed your work and who would be able to confirm your previous work skills and experience. The Assessor will need to contact them.

    You can speak with your Assessor about other ways you can show your skills for the sector in which you are seeking recognition.

    These could include letters from employers, records of any training courses or professional development sessions attended, employers or clients in related industries or government agencies, acknowledgements, workplace forms (as long as there are no confidentially issues – see below) or any other relevant documents.

  • Pathways/Articulation

    After achieving a Certificate II in Customer Engagement, you may continue to further your studies in a Certificate III in Customer Engagement or proceed straight to employment.

    If you want more information on this course, please contact admissions@waifs.wa.edu.au.

  • Domestic Fees

    Tuition Fee: $3,330.00

    Material Fee: $240.00

    A one off $230.00 Enrolment Fee is applicable to process the Application.

    *Course fees may change. This is usually annually on 1 July and typically no more than 4%.

    **Fees on this document are quoted in AUS Dollars.

    *** This course is eligible for funding. Please refer to Future Skills WA to find out more about the funding and associated delivery.