BSB40315 – Certificate IV in Customer Engagement

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Free
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Is this course for you?

The Certificate IV in Customer Engagement is suitable for individuals seeking to work on the organisational frontline, specifically in team-based environments. In addition to fostering the practical leadership strategies required for team leaders to excel, this qualification brings particular focus to the evaluation of information from multiple sources, as well as the application of effective solutions to customer service queries.

Key Features in this Course

  • Communicate verbally with others in negotiation, training and questioning
  • Convey workplace procedures and work instructions to team members
  • Demonstrate individual responsibility for completing tasks
  • Complete individual tasks to support team goals
  • Resolve issues and conflicts with team members
  • Use manuals and other documentation to overcome problems with information technology or other office equipment
  • Suggest improvements to support the development of improved work practices and team effectiveness
  • Contribute to planning processes with team members to meet expected outcomes
  • Develop a comprehensive knowledge and understanding of products and services

Employment Opportunities

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

  • Contact Centre Team Leader
  • Quality Assurance Coordinator
  • Customer Contact Coach
  • Complex Enquiry Customer Contact Operator

Course Information

Entry Requirements for Domestic Students

While there is no formal academic entry requirement for this course, you may be required to show successful completion of an academic qualification equivalent to Year 10, 11 or 12.

Entry Requirements for International Students

While there is no formal academic entry requirement for this course, for the student visa purposes you may be required to show successful completion of an academic qualification equivalent to Year 10, 11 or 12.

We require an upper Intermediate level (completed) equivalent of IELTS 5.5, with no individual band under 5.0.

To enroll in a St Basil’s course you must be over the age of 18.

Intake Dates 29th January | 29 April | 22 July | 14 October
Duration 36 weeks (term breaks not included)
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
BSBSUS401 Implement and monitor environmentally sustainable work practices
BSBCUE403 Schedule customer engagement activity
BSBCUS402 Address customer needs
BSBCUS403 Implement customer service standards
Term break (06 July – 21 July 2019)
BSBMGT401 Show leadership in the workplace
BSBWOR403 Manage stress in the workplace
BSBLED501 Develop a workplace learning environment
Term break (28 September – 13 October 2019))
BSBLDR402 Lead effective workplace relationships
BSBINN301 Promote innovation in a team environment
BSBINM401 Implement workplace information system

Course Features

  • Lectures 0
  • Quizzes 0
  • Skill level All level
  • Language English
  • Students 0
  • Assessments Yes
Free