BSB40315 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.

Nationally Recognised Qualification

Delivery Modes: Classroom and Workplace

Course Duration: 6-12 months

Payment Plan Available 

Course Requirements

To achieve a BSB40315 Certificate IV in Customer Engagement, a total of 13 units of competency must be completed, 3 core units, plus 10 elective units.

Entry Requirements

FBT’s enrolment process is designed to ensure students enrol into a suitable qualification and includes:

  • A suitability discussion to affirm students’ needs and desired outcomes
  • A Language, Literacy and Numeracy Test (LLN) to ensure students have the basic skills necessary for completion of course

Course Structure

Unit Code Unit name Core/ Electives
BSBCUS401 Coordinate implementation of customer service strategies Core
BSBLED401 Develop teams and individuals Core
BSBWHS401 Implement and monitor WHS policies, procedures and programs to meet legislative requirements Core
BSBCUE403 Schedule customer engagement activity Electives
BSBCUS402 Address customer needs Electives
BSBMGT401 Show leadership in the workplace Electives
BSBWOR403 Manage stress in the workplace Electives
BSBSLS501 Develop a sales plan Electives
BSBMKG401 Profile the market Electives
BSBMKG413 Promote product and services Electives
BSBMKG408 Conduct market research Electives
BSBSLS407 Identify and plan sales products Electives
BSBMGT403 Implement continuous improvement Electives

Qualification Pathway

Career Opportunities

Common career opportunities after completing this qualification may include:

  • Contact Centre Team Leader
  • Call Centre Team Leader
  • Contact Centre Operator
  • Call Centre Operatorrse page)

Are you an International student?

Head to our International Student page for relevant course details and fees!

Enrol in this course today