BSB40315 – Certificate IV in Customer Engagement

Teacher

admin-aiit

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)

Term 1

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

Term 2

BSBCUE403	Schedule customer engagement activity
BSBCUS402	Address customer needs
BSBCUS403	Implement customer service standards
Term break (06 July – 21 July 2019)

Term 3

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))