Certificate IV in Customer Contact

The expectations on customer service professionals has never been higher. Improve the customer experience and play a vital role in growing the business.

About this Qualification

A Certificate IV in Customer Contact is suitable for front line staff who have responsiblity for a range of customer service roles whether face to face or via telephone.

What you will Learn

You will learn a range of vital skills including; implementing customer service strategies, developing teams and individuals, promoting innovation and managing projects.

Your Career

This Certificate offers a useful and practical qualification enabling you to become (or be more effective as):
• Customer Service Representative
• Customer Service Liason Officer
• Call Centre Supervisors
• Analysts
• Quality Assurance Coordinators
• Team Leaders

Units of Competency

The Certificate IV in Customer Contact requires 13 units of competency:

Core Units

Customer Service
BSBCUS401A Coordinate implementation of customer service strategies
BSBCUS402A Address customer needs
BSBREL402A Build client relationships and business networks
BSBWOR401A Establish effective workplace relationships
BSBCMM301A Process customer complaints
BSBMKG413A Promote products and service

Workplace Effectiveness
BSBLED401A Develop teams and individuals
BSBMGT405A Provide personal leadership
BSBWOR402A Promote team effectiveness
FNSICORG515B Provide mentoring and coaching within the workplace
BSBCCO402A Gather, collate and record information
BSBMGT403A Implement continuous improvement

Occupational Health and Safety
BSBOHS407A Monitor a safe workplace

Duration

6 to 18 months

Cost

$190 (Training delivered across Victoria with Victorian State & Commonwealth Government funding. People with disabilities encouraged to apply for training)

Pathways

Successful completion means you are eligible to enrol in a range of Diploma qualifications