Course Code: BSB40315Certificate IV in Customer Engagement
Nothing predicts organic growth like customer engagement, you can become an expert in the field with the Certificate IV in Customer Engagement. This qualification brings particular focus to the evaluation of information from multiple sources, and the application of effective solutions to customer service queries. In your career, your duties may include may include responding to complex customer requests handling complaints, coaching staff and completing related administrative tasks.
Learning MethodClassroom / Workplace
Duration6 – 12 months.
RTO'sThis course is delivered by Kirana’s Registered Training Organisation Kirana Training Pty Ltd RTO ID 52247
To achieve the BSB40315 Certificate IV in Customer Engagement, a total of 13 units of competency must be completed; three core unit and ten electives. All units are completed over two terms.
Upon successful completion of this qualification you may continue your studies and undertake the following:
It’s preferred that students have obtained a minimum of a School Certificate or equivalent.
Student Selection Process
Kirana’s student selection process is designed to ensure that you are enrolled in the qualification that best meets your needs.
Kirana’s selection criteria will take into account various factors when deciding upon which students will be offered places in the program including;
- The students’ needs and desired outcomes
- The ability and commitment of the students to complete the course;
- Eligibility requirements listed in the applicable National Training Package;
- Students existing ability in the ACSF core skills, (learning, reading, writing, oral communication and numeracy)
Students not meeting these requirements will be directed to more suitable qualifications or skill development programs.
After completing this course you can pursue a career as a:
- Call Centre Analyst
- Call Centre Scheduler
- Call Centre Team Leader
- Customer Service Team Leader
- Sales Team Manager
|Unit Code||Unit Description|
|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|
|Unit Code||Unit Description|
|BSBCUE405||Survey stakeholders to gather and record information|
|BSBCUE407||Administer customer engagement technology|
|BSBMKG419||Analyse consumer behaviour|
|BSBCUS402||Address customer needs|
|BSBMGT401||Show leadership in the workplace|
|BSBWOR403||Manage stress in the workplace|
|BSBCOM401||Organise and monitor the operation of compliance management system|
|BSBINN301||Promote innovation in a team environment|
|BSBMGT405||Provide personal leadership|
|BSBSUS401||Implement and monitor environmentally sustainable work practices|
NSW Smart and Skilled – for students residing in NSW
An important notice about Smart and Skilled
Access Training Institute, Insight Training Group Australia, Kirana Training, Learning Lab, Maxis Solutions, and Precision Training Australia (Kirana Colleges) are all contracted training providers under the New South Wales Smart and Skilled program. The following qualification and pricing information remains current for existing students under Smart and Skilled, who enrolled on or prior to 31 December 2016.
Studying at Kirana is a lot more affordable thanks to Smart and Skilled, a subsidised training program offered by the NSW Government. Kirana can offer this program through our Registered Training Organisation: Kirana Training Pty Ltd RTO ID 52247. Fee free scholarships and exemptions to tuition fees available. Eligibility criteria applies. This training is subsidised by the NSW Government.
|NSW Smart & Skilled Targeted Priorities Funding Eligibility|