Certificate IV in Customer Engagement

Course Code BSB40315
Course Title Certificate IV in Customer Engagement
Location Melbourne City Campus
Intake Dates Monthly
Fee Type Full Fee
Duration 12 months

Course Overview

BSB40315 Certificate IV in Customer Engagement reflects the role of individuals who who undertake complex customer interactions, often as a team leader and with significant authority to delegate.

Course Structure


Assessment methods may include:

  • Projects
  • Written Assignments / Research
  • Scenarios / Case Studies / Role plays
  • Knowledge question

Units of Competency

The BSB40315 Certificate IV in Customer Engagement requires 13 units of competency

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

BSBCUS402 – Address customer needs
BSBITU401 – Design and develop complex text documents
BSBMGT401 – Show leadership in the workplace
BSBWOR403 – Manage stress in the workplace
BSBLDR402 – Lead effective workplace relationships
BSBINM401 – Implement workplace information system
BSBCUS403 – Implement customer service standards
BSBCUE403 – Schedule customer engagement activity
BSBDIV301 – Work effectively with diversity

For more elective options please contact relevant Industry Engagement & Leaner Coordinator

Credit Transfer and RPL offered for the eligible learners.


Entry Requirements

There are no entry requirements for this qualification. Applicant will be required to successfully complete an ACSF language, literacy and numeracy (LLN) assessment. However, learners undertaking this qualification require sound communication and interpersonal skills.

Learning (ACSF Level 3), reading (ACSF Level 2), writing (ACSF Level 2), oral communication (ACSF Level 3) and numeracy (ACSF Level 2) are desirable to participate in the course.



After achieving the BSB40315 Certificate IV in Customer Engagement, you are eligible to enrol in a range of BSB Business qualifications

Your Career

This course provides you with the skills and knowledge to undertake job roles such as:

  • Contact Centre Team Leader
  • Customer Contact Coach or mentor
  • Market Analyst
  • Customer Contact Operator
  • Administration / various roles


Fee Types

Full Fee


Questions about fee type? Find your answers here

* Eligibility criteria applies
* Material fees may apply
* The student tuition fees as published are subject to change given individual circumstances at enrolment