Business
Qualifications

BSB40315 Certificate IV in Customer Engagement

What is this qualification?

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 Opportunities

Job roles that may be available to you after successful completion of the course include:

  • Contact Centre Team Leader / Frontline Customer Service Team Leader
  • Quality Assurance Coordinator
  • Customer Contact Coach
  • Analyst
  • Scheduler
  • Complex Enquiry Customer Contact Operator

Enquire Now

Talk to a Course Advisor. They can help you decide which course is best for you.

Satisfactorily complete a pre-training review interview to determine student’s suitability for the chosen course. Students must also have access to a computer and internet in order to successfully complete assessments and read information per unit of competency.

You will need:

  • Desktop, laptop or tablet
  • Microsoft Office or equivalent
  • Broadband internet connection
  • A web camera and a speaker
  • Access to software to view online videos and images, such as Adobe Reader, Windows Media Player, Windows Photo Viewer, which are available as a download from the internet.
This qualification may be accessed by direct entry.
No licensing, legislative, regulatory or certification requirements apply to this qualification at the time of endorsement.
At Australian Academy we work with individuals and companies to offer a range of flexible delivery options. Delivered direct to you through our online learning system, via workbooks, in workshops or in a classroom this course is nationally recognised and fully supported by a dedicated trainer.

Our workplace training programs are dedicated to finding the best opportunities for employers and staff including access to available funding options and maintaining flexible delivery options. Delivered in the workplace, either by self-paced with regular trainer visits, online with trainer support, classroom or workshops. Our workplace programs will result in practical skills and knowledge that are immediately transferable to the workplace. A streamlined RPL assessment process is available for those who are seeking recognition of existing skills, knowledge and experience.

Many of our students already have a high level of skills, knowledge and expertise that can be recognised through a Recognition of Prior Learning (RPL) process. Students seeking recognition can apply for RPL on enrolment into a qualification or throughout the duration of their study.
If you have completed previous study that is the same industry as your intended qualification, you may be able to apply for a credit transfer. A copy of the original transcript must be provided when applying for a credit transfer.
To be assessed as competent, learners need to provide satisfactory evidence to all the assessment requirements relating to their knowledge and skills relevant to the unit of competence. Assessment methods may include:

  • Written activities
  • Case studies
  • Projects
  • Role plays / observations
We have the ability to deliver this course Australia wide.

Course Outline

Total number of units = 13

  • 3 core units
  • 10 elective units

BSBCUS401 Coordinate implementation of customer service strategies
BSBLED401 Develop teams and individuals
BSBWHS401 Implement and monitor WHS policies, procedures and programs to meet legislative requirements
BSBCUE403 Schedule customer engagement activity
BSBCUE405 Survey stakeholders to gather and record information
BSBCUE407 Administer customer engagement technology
BSBCUS402 Address customer needs
BSBCUS403 Implement customer service standards
BSBMGT403 Implement continuous improvement
BSBMKG419 Analyse consumer behaviour
BSBPMG411 Apply project quality management techniques
BSBSLS501 Develop a sales plan
BSBCOM401 Organise and monitor the operation of compliance management system

Enquire Now

Ready to enrol?
Complete the online enrolment form.

Want to Know More?

Feel free to contact us at info@australianacademy.edu or call 1300 656 693.

 

Australia Wide

This course can be completed anywhere in Australia

Self Paced Delivery

This course can be completed in your own time

Industry Partner

We have industry partnerships and a large reach across Australia

Course Code

BSB40315