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BSB40315 - Certificate IV in Customer Engagement

Course Summary:

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


Career Outcomes:

  • Customer Centre Team Leader
  • Quality Assurance Co-ordinator
  • Customer Contact Coach
  • Analyst, Scheduler



Class Delivery



Part time

Full time

Part time

Full time





24 months

Delivery Method:            

  • Workplace / Flexible Delivery

How to Apply:                     

  • By phone:
    • Skillinvest Metro – 1300 135 008
    • Skillinvest Regional – 1300 308 620

Entry Requirements:

  • There are no prerequisites for this qualification

Fees and Charges:

  • Refer to the Fees & Charges link on the Skillinvest website (

Qualification Requirements:

  • To meet the packaging rules and attain the qualification, a total of 13 units must be completed, when selecting units:
    • 3 core units
    • 10 elective units
  • The nominal hours for the units selected must total between 546 and 575 hours.

Core Units:

  • 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

Elective Units:

  • BABCMM301 - Process Customer Complaints
  • BSBCUS402 - Address Customer Needs
  • BSBCUS403 - Implement Customer Service Standards
  • BSBMGT401 - Show Leadership in the Workplace
  • BSBWOR403 - Manage Stress in the Workplace
  • BSBLDR403 - Lead Team Effectiveness
  • BSBREL402 - Build Client Relationships and Business Networks
  • BSBINN301 - Promote Innovation in a Team Environment
  • BSBSUS401 - Implement and Monitor Environmentally Sustainable Work Practices
  • BSBMKG414B - Undertake Marketing Activities
  • BSBMKG413A - Promote Products and Services