Certificate IV in Customer Contact

This qualification reflects the role of individuals who use well-developed skills and a broad knowledge base in a wide variety of contexts. They apply solutions to a defined range of unpredictable problems, and analyse and evaluate information from a variety of sources. They may provide leadership and guidance to others with some limited responsibility for the output of others.

Entry requirements

There are no prerequisite requirements for individual units of competency.

Candidates may require having a minimum Year 10 level or 18 years old and over.

Career opportunities

Job roles and titles vary across different industry sectors. Possible job titles relevant to this qualification include:

• Analyst
• Quality Assurance Coordinator or Manager
• Scheduler
• Subject Matter Expert/Coach
• Team Leader.

Program Articulation
 
After achieving the BSB40307 Certificate IV in Customer Contact, candidates may undertake the BSB50307 Diploma of Customer Contact, a qualification for those seeking to develop more specialised technical skills and knowledge for working in a range of customer contact roles, or a range of other Diploma qualifications.

Program Duration

Full Time: 12 months       
Part Time: 24 months

Course Commencement

Courses commence in February, April, July and September each year for full time and part time applicants.

Traineeships courses commence can be at any time of the year.

Delivery Methods
 
This course is delivered through face to face classroom learning or by correspondence.

Traineeships training are a combination of both on and off-the-job components and critiques carried out by a workplace supervisor.

Assessment Methods

Students may be required to sit written and oral exams, participate in practical activities, complete assignments, presentations, vocational projects and role plays.

Students undertaking a course as part of a work based traineeships will be assessed in the workplace.

Recognition of Prior Learning (RPL)

Participants with previous training and/or experience may apply for (RPL). Participants, who have completed courses with equivalent / matching learning outcomes, will be granted credit transfer.

Course Structure

To achieve a Certificate III in Customer Contact, the qualification packaging rules requires completion of 12 units of competency:

• 6 core units plus
• 6 elective units

The 6 elective units may be selected from the elective units listed below, or from an equivalent AQF level qualification in the BSB07 Business Services Training Package or any other currently endorsed national Training Package.

Where elective units are being chosen from other Training Package qualifications, up to 2 of the 6 elective units may be selected from Certificate II or Certificate IV qualifications. The remaining 4 elective units must be chosen from a Certificate III qualification.

Electives must be relevant to the work outcome, local industry requirements and the qualification level.

Units selected from other Training Packages must not duplicate units selected from or available within the BSB07 Business Services Training Package.

CORE UNITS
Unit Code	Unit Name
BSBCCO301A	Use multiple information systems
BSBCUS301A	Deliver and monitor a service to customers
BSBOHS301B	Apply knowledge of OHS legislation in the workplace
BSBPRO401A	Develop product knowledge
BSBWOR203A	Work effectively with others
BSBWOR301A	Organise personal work priorities and development
ELECTIVE UNITS
BSBCCO202A	Conduct data collection
BSBCCO303A	Conduct a telemarketing campaign
BSBCCO304A	Provide sales solutions to customers
BSBCMM301A	Process customer complaints
BSBMGT402A	Implement operational plan
BSBSLS405A	Support post-sale activities