Certificate IV in Customer Contact
BSB40307

Certificate IV in Customer Contact

The Certificate IV in Customer Contact reflects the role of individuals who wish to undertake a leadershipor supervisory role as a customer contact professional, as well as promoting a higher level of proficiency for both customers and colleagues. It extends those skills, knowledge and techniques learned during the Customer III in Customer Contact.

Certificate IV in Customer Contact is designed to provide relevant business experience - communication, customer service, conflict resolution, sales and teamwork that will further build your customer service skills and leadership and mentoring abilities for the benefit of others in your team.

Discover a greater awareness of customer’s needs and explore effective selling techniques, with an emphasis on relationship building and revenue generation.

How Will You Benefit

The Certificate IV in Customer Contact will focus upon:

  • Customer Contact Technologies
  • Customer Service Strategies
  • Staff recruitment and induction techniques
  • Effective Teamwork
  • Leadership, Communication and Mentoring Skills
  • Implement and Manage Compliance Management Systems
  • Risk Management
  • Sales
  • Project Management Skills
  • Rosters, Organisational and Legislative Requirements
  • Occupational Health and Safety

Click here for a full course summary or contact one of our course advisors on 1800 22 99 33

Career Prospects

Careers may vary across different industry sectors, however possible job roles on completion of the Certificate IV in Customer Contact include analyst, quality assurance coordinator or manager, scheduler, subject matter expert/coach, team leader.

Course Materials Included

No Pre-requisites

Course Units to Complete

12 units - 6 core unit plus 6 elective units
Click here to download full course outline

CORE UNITS - compulsory

Code

Description

BSBCCO402A

Gather, collate and record information

BSBCUS401A

Coordinate implementation of customer service strategies

BSBLED401A

Develop teams and individuals

BSBMGT403A

Implement continuous improvement

BSBMGT405A

Provide personal leadership

BSBOHS407A

Monitor a safe workplace

FNSICORG515A

Provide mentoring and coaching within the workplace
   

ELECTIVE UNITS

Code

Description

BSBCOM401B

Organise and monitor the operation of compliance management system

BSBCOM402B

Implement processes for the management of a breach in compliance requirements

BSBCOM403B

Provide education and training on compliance requirements and systems

BSBCOM404B

Promote and liaise on compliance requirements, systems and related issues

BSBCCO401A

Administer customer contact telecommunications technology

BSBCUS401A

Coordinate implementation of customer service strategies

BSBHRM402A

Recruit, select and induct staff

BSBINM401A

Implement workplace information systems

BSBINN301A

Promote innovation in a team environment

BSBMGT401A

Show leadership in the workplace

BSBMGT402A

Implement operational plan

BSBPMG404A

Apply quality management techniques

BSBPMG407A

Apply risk management techniques

BSBPMG510A

Manage projects

BSBSLS501A

Develop a sales plan

BSBSLS502A

Lead and manage a sales team

BSBWOR401A

Establish effective workplace relationships

BSBWOR403A

Manage stress in the workplace

CHCINF5B

Meet statutory and organisational information requirements

CHCPOL3A

Undertake research activities

PSPPM402B

Manage simple projects

THHGCS06B

Plan and implement sales activities

THHGLE05B

Roster staff

Delivery Methods

  • Classroom - Classes are set with calendar and also rolling intake
  • Workplace or School - Trainer delivers on site with client
  • Distance Learning - All workbooks sent to client
  • Blended Learning - Periodic Workshops and Distance Learning
  • RPL - Recognised Prior Learning click here for more information

For further customisation, or more information, please contact one of our course advisors on 1800 22 99 33.

Enrolment Form

Fill out your enrolment form Online or Download an Enrolment Pack.

Contact Information

For further information contact one of our course advisors on 1800 22 99 33, or click here.