Customer Contact (Business) Certificate IV
National Qualification Code BSB40307
Description

This qualification reflects the role of individuals who use well-developed skills and a broad knowledge base in a wide variety of contexts. They apply solutions to a defined range of unpredictable problems, and analyse and evaluate information from a variety of sources. They may provide leadership and guidance to others with some limited responsibility for the output of others.
Job Roles

Job roles and titles vary across different industry sectors. Possible job titles relevant to this qualification include:

  • Analyst

  • Quality Assurance Coordinator or Manager

  • Scheduler

  • Subject Matter Expert/Coach

  • Team Leader.
Total Units 13
Core Units Number 7
Core Units
BSBCCO402AGather, collate and record information
BSBCUS401ACoordinate implementation of customer service strategies
BSBLED401ADevelop teams and individuals
BSBMGT403AImplement continuous improvement
BSBMGT405AProvide personal leadership
BSBOHS407AMonitor a safe workplace
FNSICORG515AProvide mentoring and coaching within the workplace
Elective Units Number 6
Elective Units
BSBCCO401AAdminister customer contact telecommunications technology
BSBCOM401BOrganise and monitor the operation of compliance management system
BSBCOM402BImplement processes for the management of a breach in compliance requirements
BSBCOM403BProvide education and training on compliance requirements and systems
BSBCOM404BPromote and liaise on compliance requirements, systems and related issues
BSBCUS401ACoordinate implementation of customer service strategies
BSBHRM402ARecruit, select and induct staff
BSBINM401AImplement workplace information system
BSBINN301APromote innovation in a team environment
BSBMGT401AShow leadership in the workplace
BSBMGT402AImplement operational plan
BSBPMG404AApply quality management techniques
BSBPMG407AApply risk management techniques
BSBPMG510AManage projects
BSBSLS501ADevelop a sales plan
BSBSLS502ALead and manage a sales team
BSBWOR401AEstablish effective workplace relationships
BSBWOR403AManage stress in the workplace
CHCINF5BMeet statutory and organisational information requirements
CHCPOL3AUndertake research activities
PSPPM402BManage simple projects
THHGCS06BPlan and implement sales activities
THHGLE05BRoster staff
Prerequisites

There are no prerequisite requirements for individual units of competency.
Extra Information

Candidates may enter the qualification through a number of entry points demonstrating potential to undertake vocational education and training at certificate level, including:

  • after achieving the BSB30207 Certificate III in Customer Contact or other relevant qualification/s

OR

  • providing evidence of competency in the majority of units required for the BSB30207 Certificate III in Customer Contact or other relevant qualification/s

OR

  • with some vocational experience assisting in a range of support roles without a formal business qualification.

Examples of indicative job roles for candidates seeking entry based upon their vocational experience include:

  • Call/Contact Centre Agent

  • Customer Service Representative

  • Senior Customer Service Representative

  • Telesales Representative.

This breadth of expertise would equate to the competencies required to undertake this qualification.
Distance Delivery Locations All States
Campus Delivery Locations Brisbane, Gold Coast
10759