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.
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.
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
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
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
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.