BSB40315 – Certificate IV in Customer Engagement

Our BSB40315 – 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.

This business course has been developed in consultation with those who work in the industry.

Course Highlights

Upon successfully completing this nationally recognised qualification, you will be able to:

  • Develop teams and individuals;
  • Show leadership in the workforce; and
  • Coordinate and introduce customer service strategies.

Entry Requirements

There are no pre-requisites for this course. Students are required to provide their Unique Student Identifier, photo identification and meet the language, literacy, and numeracy requirements.

Upon enrolment if you wish Aurora Training and Professional Services Pty Ltd to obtain a USI on your behalf, this will need to be indicated on the enrolment form provided. Speak to us today.

Career Prospects

Successful completion of the BSB40315 – Certificate IV in Customer Engagement, may lead to employment opportunities, such as:

  • Analyst (Contact Centre);
  • Outbound Customer Engagement Team Leader; or
  • Sales Consultant.

Please note: This course provides skills and knowledge to the industry standard, but does not guarantee a job.

Duration & Mode

This qualification can be completed in six (6) months. The volume of learning offered by Aurora Training and Professional Services Pty Ltd may vary per student depending on their existing skills and knowledge. More experienced students are likely to complete at the lower end of the volume and less experienced at the higher end.

On average students are required to study a minimum of 25 hours per week consisting of Online Assessments, Self-Directed Study and some Face to Face classes. Each student will be provided with a course delivery schedule including the location of Face to Face classes.

The finer details revealed

This course, BSB40315 – Certificate IV in Customer Engagement is delivered and assessed by Aurora Training and Professional Services Pty Ltd, RTO Code 90966, ABN 39 109 662 606.

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The Units of Competency are

This course contains 13 Units of Competency. Click to reveal.

This qualification consist of 13 units of competency, as shown below. Please call Stride Learning for enquiries about customisation and contextualisation:

  • BSBCUS401 – Coordinate implementation of customer service strategies (C)
  • BSBLED401 – Develop teams and individuals (C)
  • BSBWHS401 – Implement and monitor WHS policies, procedures and programs to meet legislative requirements (C)
  • BSBCUE403 – Schedule customer engagement activity (E)
  • BSBCUE404 – Collect, analyse and record information (E)
  • BSBCUE407 – Administer customer engagement technology (E)
  • BSBCUS402 – Address customer needs (E)
  • BSBMGT401 – Show leadership in the workplace (E)
  • BSBMKG419 – Analyse consumer behaviour (E)
  • BSBWOR403 – Manage stress in the workplace (E)
  • BSBLDR402 – Lead effective workplace relationships (E)
  • BSBMGT402 – Implement operational plan (E)
  • BSBMGT403 – Implement continuous improvement (E)


(C) – Core unit; (E) – Elective unit

Nationally Recognised Training

Stride Learning RTOs and staff are fully committed to offering the most appropriate study opportunity to each individual. People from all backgrounds and those with a disability are welcomed to apply. We will endeavour to meet your specific learning need, which may require us to refer you to a more suitable course and provider.

If you are residing in NSW or QLD, you may be eligible to be subsidised for some or all of your training fees and charges. Please contact us to determine your eligibility.

Please note: different state governments have different policies on the number – and range of training – that may be subsidised. We will check and advise you when you call us. For example, by undertaking a qualification subsidised by the QLD government, under the Certificate 3 Guarantee or Higher Skills Programs, you will no longer be eligible for another government subsidised place at that level.

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