Certificate IV in Customer EngagementBSB40315
Many jobs around Australia are dependent on strong customer service delivery for a successful outcome. A Certificate IV course in Customer Engagement will help you understand how to face challenging customer service situations with confidence while addressing customer needs effectively.
Interested in Customer Engagement?
There can be so much pressure to pick the right career, that’s why here at Skill Hire we offer helpful and insightful advice that helps to choose a career you’ll love.
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, respond to complex customer requests, handle complaints, coach staff and complete related administrative tasks.
Career Pathways & Industry Outlook
Students who undertake a Certificate IV in Customer Engagement can work towards jobs as Customer Engagement operators, Customer Service Representatives, Sales Consultants and Team Leaders. Students have frequently been employed in industries such as; Accommodation and Food Services, Administrative and Support Services and Retail Trade. These sectors comprise some of the largest sectors within the Australian economy.
Employing over 350,000 Australians across the country, Accommodation and Food Services, Administrative Services and Retail are pinned as high growth areas of over the next five years.
Course Summary & Student Information
Certificate IV in Customer Engagement
4-6 hours per week
Units of Competency
|Unit Code||Unit Title|
|BSBWHS401||Implement and monitor WHS policies, procedures and programs|
|BSBMGT403||Implement continuous improvement|
|BSBITU401||Design & develop complex documents|
|BSBITU402||Design & use complex spreadsheets|
|BSBCUS401||Implement customer service standards|
|BSBCUS401||Coordinate implementation of customer service strategies|
|BSBMKG419||Analyse consumer behavior|
|BSBSLS501||Develop a sales plan|
|BSBMGT401||Leadership in the workplace|
|BSBWOR403||Manage stress in the workplace|
|BSBLED401||Develop teams and individuals|
|BSBWOR404||Develop work priorities|
|BSBMGT401||Show leadership in the workplace|
|BSBCUS402||Address customer needs|
“Please note during the COVID-19 Pandemic, Skill Hire has adjusted training and assessment to abide by the ongoing government requirements for social distancing. As such, many face to face classes have been adjusted to online zoom classes, along with one on one zoom support, phone support and limited face to face practical training sessions. For more information, please speak with a Skill Hire representative.”
How to Enrol
While the enrolment process can vary from student to student, accredited courses require the following to be completed or provided at time of enrolment: Skill Hire registration form, Language Literacy and Numeracy assessment, USI information and fees and charges agreed upon.
There are no entry requirements for this qualification, however you will be expected to be able to; access the online learning portal via an internet connection, access a customer service environment, access Microsoft Office, understand and communicate the English language and complete a pre-commencement assessment.
Recognition of Prior Learning
A Recognition of Prior Learning (RPL) Assessment tests your formal and in-formal learning to determine the extent to which you have achieved required learning outcomes, competency outcomes, or standards, for entry to this qualification. An RPL is available to all students by consulting our administrative staff.
While each student is different, some of our popular payment options include payment plans, direct debit payments, employer invoicing options and payment in full prior to commencement. In circumstances of financial hardship, at the discretion of Skill Hire, our RTO may completely waive fees for eligible candidates.
Take a look at some of our training articles:
Skill Hire really helped me to see that I can accomplish something if I set my mind to it and I completed my course 2 months prior to the completion date. Cheers guys!
Skill Hire are helpful and professional. Nicola was attentive to all my needs. Their timesheets systems were a breeze and always update us with messages. Thanks Skill Hire
I just wanted to thank Skill Hire's EST Trainers. Nathan is the absolute best trainer I’ve ever had privilege to meet by a WIDE margin and I appreciate everything done for all of us. I’m ecstatic about the internship opportunity.
Not only did Skill Hire respond quickly to our urgent need, your team took the time to understand our organization and our needs. The people sent to help out were outstanding and their ability to rapidly adapt to our workplace eased our burden during what was a very challenging few months.
My son has thoroughly enjoyed the Construction Pathways course. He spent the last 18 months being home schooled and not socializing with anyone so to see him eager to get up and leave the house every day still blows my mind. Simon, thank you for your understanding and taking extra care with my son.
I wanted to say a big thank you to Skill Hire and the team, especially Wayne for such an amazing experience for our students. All of our students were thoroughly engaged with the course and learned many valuable skills.