BSB40315
Certificate IV
in Customer Engagement
Our Certificate IV in Customer Engagement qualification reflects the role of individuals with excellent communication and interpersonal skills who undertake complex customer interactions, often as a team leader and will significant authority to delegate.
Duties at this level are varied and may include responding to complex customer requests handling complaints, coaching staff and completing related administrative tasks.
CAREER PROSPECTS
Successful completion of the BSB40315 – Certificate IV in Customer Engagement, may lead to employment opportunities, such as:
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Analyst (Contact Centre);
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Outbound Customer Engagement Team Leader; or
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Sales Consultant.
Please note: This course provides skills and knowledge to the industry standard, but does not guarantee a job.
ASSESSMENT
We use a range of assessment methods for this qualification, including:
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Short answers;
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Projects;
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Activities; and
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Workplace Observation or Observation in a Simulated Workplace.
ENTRY REQUIREMENTS
There are no formal entry requirements for this course. However, prior to
enrolment students are required to provide their Unique Student
Identifier and photo identification. Prospective students may be required to complete a language, literacy and numeracy assessment.
DURATION AND MODE
Duration:
This qualification can be completed in twelve months. The volume of learning offered by Aurora Training and Professional Services may vary per student depending on their existing skills and knowledge. More experienced students are likely to complete the course in a shorter period of time. The duration may vary depending on Credit Transfer [CT] or Recognition of Prior Learning [RPL]. Students can apply for CT or RPL at the time of enrolment
Delivery:
Delivery of training may take differing forms, including Face-to-Face, Online, Work-based, Blended and Traineeships, dependent on the requirements of the Client or the needs of the cohort.
Units of Competency
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BSBCUS401 – Coordinate implementation of customer service strategies (C)
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BSBLED401 – Develop teams and individuals (C)
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BSBWHS401 – Implement and monitor WHS policies, procedures and programs to meet legislative requirements (C)
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BSBCUE403 – Schedule customer engagement activity (E)
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BSBCUE407 – Administer customer engagement technology (E)
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BSBCUS402 – Address customer needs (E)
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BSBCUS403 – Implement customer service standards (E)
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BSBPMG415 – Apply project risk management techniques (E)
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BSBWOR403 – Manage stress in the workplace (E)
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BSBLDR402 – Lead effective workplace relationships (E)
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BSBINN301 – Promote innovation in a team environment (E)
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BSBMGT402 – Implement operational plan (E)
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BSBMGT403 – Implement continuous improvement (E)
(C) – Core unit; (E) – Elective unit
This qualification consist of 13 units of competence, as shown below. Please call Aurora Training and Professional Services for enquiries about customisation and contextualisation.
