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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

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

Course DetailsCourses UnitsDurationCourse CostStudent Outcomes

Entry Requirements

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).

Pathways Information

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

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To successfully complete this qualification, you require 13 units of competence. These 13 units are comprised of 3 core unit which is compulsory and 10 elective units.

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