Certificate IV in Customer Engagement
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?
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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
Course Code
BSB40315
Qualification
Certificate IV in Customer Engagement
Nationally Recognised?
Yes
Study Load
4-6 hours per week
Start Date
Anytime
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 |
Additional Information
“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.
Entry Requirements
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.
Payment Options
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.
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