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BSB40315 Certificate IV in Customer Engagement

Advance your knowledge and your career

The BSB40315 Certificate IV in Customer Engagement is specifically designed for people who are looking to advance within the customer service industry. This qualification will allow you to advance within your career and provide you with the skills, knowledge and confidence to lead and manage customer service teams within the workplace.

PPS can design a Certificate IV in Customer Engagement Program that offers some of the best of the PPS Cert IV in Leadership and Management Program in a form specifically suited to the contact centre industry.

Aimed at the team leader level and above, this is the perfect program for new and existing leaders directly responsible for frontline call centre staff.

PPS expertise in call centre management ensures this program addresses current and relevant managerial challenges in the industry and provides participants with real tools to take back into the workplace to more effectively lead and manage their teams.

With a strong focus on driving customer advocacy through exceptional service delivery, leadership and continuous improvement practices, this program can achieve excellent return on investment for customer-driven organisations. This qualification is very flexible and can be tailored extensively to align with key business drivers and strategic direction.

Delivery Options

Workplace: Y
Our campus:
School based:
Online: Y
Blended: Y

Career Outcomes

This nationally recognised qualification may lead to employment in roles such as:

  • Customer contact agent or operator
  • Customer service representative
  • Telesales representative
  • Clerical and Administrative Worker
  • Community and Personal Service Worker

Total number of units = 13

3 core units plus

10 elective units of which:

  • 2 units must be from Group A elective units below
  • the remaining 6 units may be from Group A or Group B elective units, or from qualifications at the same level or one higher in any endorsed, relevant Training Package or accredited course.

Core 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

Elective Units

Group A

BSBCUE403 Schedule customer engagement activity

BSBCUE404 Collect, analyse and record information

BSBCUE405 Survey stakeholders to gather and record information

BSBCUE406 Run a multicenter

BSBCUE407 Administer customer engagement technology

BSBCUS402 Address customer needs

BSBCUS403 Implement customer service standards

BSBMGT401 Show leadership in the workplace

BSBMKG419 Analyse consumer behavior

BSBWOR403 Manage stress in the workplace

Group B

BSBCOM401 Organise and monitor the operation of compliance management system

BSBCOM402 Implement processes for the management of a breach in compliance requirements

BSBCOM403 Provide education and training on compliance requirements and systems

BSBCOM404 Promote and liaise on compliance requirements, systems and related issues

BSBHRM405 Support the recruitment, selection and induction of staff

BSBINM401 Implement workplace information system

BSBINN301 Promote innovation in a team environment

BSBLDR402 Lead effective workplace relationships

BSBLED501 Develop a workplace learning environment

BSBMGT402 Implement operational plan

BSBMGT403 Implement continuous improvement

BSBMGT405 Provide personal leadership

BSBPMG411 Apply project quality management techniques

BSBPMG415 Apply project risk management techniques

BSBPMG522 Undertake project work

BSBRES401 Analyse and present research information

BSBSLS501 Develop a sales plan

BSBSLS502 Lead and manage a sales team

BSBSUS401 Implement and monitor environmentally sustainable work practices

CHCINM001 Meet statutory and organisation information requirements

ICTSAS305 Provide ICT advice to clients

Entry Requirements

There are no entry requirements for this qualification. Participants do however need intermediate language, literacy, numeracy and computer skills.

Participants may possess substantial experience in a range of settings but seek to further develop their skills across a wide range of business functions.

On the other hand, it may also apply to those with little or no vocational experience. For example, those who possess sound theoretical business skills and knowledge that they would like to develop in order to create further educational and employment opportunities.

Student Info