Certificate IV in Customer Engagement

Course Name:

Summary:

The Certificate IV in Customer Engagement is people who want to work in the customer contact centre industry as a team leader, supervisor or entry level manager.

The course covers leadership in the workplace including operations, safety, leading change, implementing information systems, leading work teams and developing teams and individuals.

Participants need to complete thirteen (13) units of competency, consisting of:

- three (3) core units

- ten (10) elective units

Certificate IV in Customer Engagement Course Content

Gather Collate and record information
Coordinate the implementation of customer service strategies
Develop teams and individuals
Implement continuous improvement
Provide personal leadership
Monitor a safe workplace
Provide mentoring and coaching within the workplace

Electives

BSBMGT401 Show leadership in the workplace - (Group A)

BSBCUE407 Administer customer engagement technology - (Group A)

BSBCUE404 Collect, analyse and record information - (Group A)

BSBCUE403 Schedule customer engagement activity - (Group A)

BSBSLS502 Lead and manage a sales team - (Group B)

BSBINM401 Implement workplace information system - (Group B)

BSBINN301 Promote innovation in a team environment - (Group B)

BSBPMG411 Apply project quality management techniques - (Group B)

BSBWOR401A Establish effective workplace relationships

BSBCOM401 Organise and monitor the operation of compliance management system - (Group B)

Sales Stream Electives

BSBCUS403 Implement customer service standards - (Group A)

SITXHRM004 Recruit, select and induct staff

BSBSLS501 Develop a sales plan - (Group B)

NOTE: Elective Units are subject to change depending on the participant / employer needs.

Possible career opportunities following BSB40315 - Certificate IV in Customer Engagement

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

✓ Team Leader / Frontline Customer Service

✓ Supervisor

✓ Entry level manager

✓ Quality Assurance Coordinator

✓ Analyst

✓ Customer Contact Coach

Entry Requirements

There are no formal requirements. However, applicants seeking entry into BSB40315 - Certificate IV in Customer Engagement should meet the following criteria;

Be sufficiently proficient in language, literacy and numeracy (LLN) skills questionnaire and a Pre-Training Review to ensure that they have the skills to complete the course and whether the course is suitable. It will provide valuable information about the applicant’s existing skills and knowledge which in turn may assist in achieving learning and or employment goals
The ability and commitment of the applicant to complete the course
Have basic digital literacy skills and knowledge (basic computing skills in using computer networks/internet, word processing (Microsoft Word, Excel, PowerPoint), and ability to engage in online communities and social networks)

Pathways from this qualification

Individuals who successfully complete BSB40315 - Certificate IV in Customer Engagement qualification may be able to continue their studies to higher qualifications including; BSB50315 Diploma of Customer Engagement, BSB51915 Diploma of Leadership and Management, and or other relevant Diploma, Advance Diploma qualifications.

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