Certificate IV in Customer Engagement

BSB40315-Certificate IV in Customer Engagement

Qualification overview

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

Employment opportunities with this qualification include Sales Team Manager, Call Centre Team Leader, Scheduler, Call Centre Scheduler, Call Centre Analyst, Customer Service Team Leader, Analyst.

Successful completion of the Certificate IV in Customer Engagement may provide entry into the Diploma of Business, and other Certificate IV and Diploma Accredited Courses and Training Package qualifications.

Total Length

63 weeks or 31 weeks (intensive)

Study Weeks

48 weeks or 24 weeks (intensive)

Recognition of prior learning / credit transfer
  • You will be given the opportunity to reduce your course length through recognition of prior learning or transferring credit from previously completed courses
  • Information on units that may cross over with this course from other course we offer can be found here
Mode of delivery
  • 20 hours per week face to face, with a mix of lecture style classes, tutorials and practical elements
  • There are approximately 6 hours of assessment for each unit in the course, comprising of written assessments and practical demonstrations
  • Depending on your previous skills and knowledge, you may need to attend more elements. You can take our assessment previous skills and knowledge assessment here
Entry requirement
  • IELTS 5.5 equivalent / NEAS Upper-Intermediate English level
  • Successful completion of Year 10 or equivalent | Successful completion of Year 12 or equivalent (intensive)
  • Minimum 18 years of age

01. BSBCUS401 | Coordinate implementation of customer service strategies

02. BSBLED401 | Develop teams and individuals

03. BSBWHS401 | Implement and monitor WHS policies, procedures and programs to meet legislative requirements

04. BSBCUE403 | Schedule customer engagement activity

05. BSBCUE404 | Collect, analyse and record information

06. BSBCUS402 | Address customer needs

07. BSBMGT401 | Show leadership in the workplace

08. BSBCUS403 | Implement Customer Service Standards

09. BSBHRM405 | Support the recruitment, selection and induction of staff

10. BSBLDR402 | Lead effective workplace relationships

11. BSBMGT405 | Provide personal leadership

12. BSBWOR301 | Organise personal work priorities and development

13. BSBCMM301 | Process customer complaints

Qualification Details



BSB40315 / CRICOS: 093424F