COURSES

BSB40315 Certificate IV in Customer Engagement

BSB40315

BSB40315 Certificate IV in Customer Engagement

This qualification reflects the role of individuals with excellent communication and interpersonal skills who undertake complex customer interactions, often as a team leader and with significant authority to delegate.

Overview

This qualification reflects the role of individuals with excellent communication and interpersonal skills who undertake complex customer interactions, often as a team leader and with significant authority to delegate in a call centre environment.

Duties at this level are varied and may include responding to complex customer requests handling complaints, coaching staff and completing related administrative tasks.

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

  • Team Leader
  • Call Centre Team Leader
  • Team Supervisor

Students complete thirteen (13) units of competency, three (3) of which are mandatory with the other ten (10) units being elective.

Units

Pre-requisites

There are no prerequisites for this course.

Units of competency:

Whilst students have a choice in the units they complete for their qualification, the following is a typical group of units selected by industry:

Mandatory 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:

  • BSBCUS402 Address customer needs
  • BSBCUS403 Implement customer service standards
  • BSBMGT401 Show leadership in the workplace
  • BSBWOR403 Manage stress in the workplace
  • 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

Delivery

S

Self-paced learning:

You receive hard/soft copy learner guides and assessments to complete. It is your responsibility to return the completed assessments to Trainwest.

eLearning:

All training is conducted online, through Trainwest’s eLearning portal. Assessments are submitted directly through the eLearning portal. Hard copy learner guides can be purchased for an additional cost. As a self-directed student, you receive ongoing remote support from Trainwest trainers. This may be in the form of telephone, email or digital communication tools such as Skype, Teams, or GoToMeetings. Face-to-Face training can be arranged at an additional fee.

Workplace Traineeship: 

Training is delivered fully or partially in the workplace and depending on the qualification can take between six months to two years to complete. Trainwest undertakes monthly visits to the workplace as part of training process for all trainees.

Trainwest will work with you to deliver the training in an environment which promotes active learning with minimal impact to you as an employer to ensure its business as usual.

Fees

  • $4000 Classroom or Face-to-face training
  • $1800 Self-paced learning
  • $1200 eLearning

 

Interest free payment plans

Trainwest has interest free payment plans available for this qualification. For terms and conditions refer to Trainwest Student Information Handbook or contact us.

Calendar

Course Dates

Course dates are subject to change.

Trainwest will provide you with the skills, knowledge and practices to get the job done.

You can get in touch with us on our contact form, by email, or by phone on 1300 938 411. The Trainwest team are always here to discuss your training requirements in Perth, regional WA or throughout Australia.