BSB40315 Certificate IV in Customer Engagement
Certificate IV in Customer Engagement, this qualification reflects the role of individuals with excellent communication and interpersonal skills who undertake complex customer interactions, often as a team leader and with significant authority to delegate. Duties at this level are varied and may include responding to complex customer requests handling complaints, coaching staff and completing related administrative tasks.
Job roles and titles vary across different industry sectors. Possible job titles relevant to this qualification include:
- Analyst (Contact Centre)
- Outbound Customer Engagement Team Leader
- Customer Contact Coach
There are no entry requirements listed in the training package for this qualification. It is preferred that the students have obtained a minimum of a School Certificate or equivalent. Students are required to; be at least 16 years of age (students under 18 years of age will need a parent or guardian to approve their enrolment).
Students may complete this course through two different pathways:
- Training & Assessment
- Recognition including credit Transfer through national recognition of qualifications issued by other institutions and recognition of Prior Learning
After achieving the Certificate IV in Customer Engagement, candidates may undertake;
- BSB50215 Diploma of Business
- BSB50315 Diploma of Customer Engagement
The units of competence shown below have been selected by Gateway Training Academy based on the course purpose.
|Unit Code||Unit Title||Unit Type|
|BSBCUS401||Coordinate implementation of customer service strategies||Core|
|BSBLED401||Develop teams and individuals||Core|
|BSBWHS401||Implement and monitor WHS policies, procedures & programs to meet legislative requirements||Core|
|BSBCUE405||Survey stakeholders to gather and record information||Elective|
|BSBCUE407||Administer customer engagement technology||Elective|
|BSBMKG419||Analyse consumer behaviour||Elective|
|BSBCUS402||Address customer needs||Elective|
|BSBMGT401||Show leadership in the workplace||Elective|
|BSBWOR403||Manage stress in the workplace||Elective|
|BSBCOM401||Organise and monitor the operation of a compliance management system||Elective|
|BSBINN301||Promote innovation in a team environment||Elective|
|BSBMGT405||Provide personal leadership||Elective|
|BSBSUS401||Implement and monitor environmentally sustainable work practices||Elective|
The training program is undertaken over 6-12 months.
Please Contact Gateway Administration Officer for Course Cost Detail: