Certificate IV in Customer Engagement

BSB40315Certificate IV in Customer Engagement

BSB40315 Certificate IV in Customer EngagementCourse Code: BSB40315Certificate IV in Customer Engagement

Nothing predicts organic growth like customer engagement, you can be become an expert in the field with the Certificate IV in Customer Engagement. This qualification brings particular focus to the evaluation of information from multiple sources, and the application of effective solutions to customer service queries. In your career, your duties may include may include responding to complex customer requests handling complaints, coaching staff and completing related administrative tasks.

  • Studying Online
  • Payment Option
  • Nationally Recognised
  • Student Assistance Program
  • Funding Available
  • Learning Method

    Classroom / Workplace
  • Duration

    6 – 12 months.
  • RTO's

    This course is delivered by our Registered Training Organisation Kirana Training Pty Ltd RTO ID 52247

Course Requirements

To achieve the BSB40315 Certificate IV in Customer Engagement, a total of 13 units of competency must be completed; three core unit and ten electives. All units are completed over two terms.

Qualification Pathway

Upon successful completion of this qualification you may continue your studies and undertake the following:

BSB50215 Diploma of Business

BSB51915 Diploma of Leadership and Management

Entry Requirements

It’s preferred that participants have obtained a minimum of a School Certificate or equivalent.

Student Selection Process

The selection process is designed to ensure that students or trainees are enrolled in the qualification that best meets their needs.

Selection criteria will take into account various factors when deciding upon which students/trainees will be offered places in the program including;

  • The student or trainee needs and desired outcomes
  • The ability and commitment of the student or trainee to complete the course;
  • Eligibility requirements listed in the applicable National Training Package;
  • Students existing ability in the ACSF core skills, (learning, reading, writing, oral communication and numeracy)

Students or trainees not meeting these requirements will be directed to more suitable qualifications or skill development programs.

After completing this course you can pursue a career as a:

  • Analyst
  • Call Centre Analyst
  • Call Centre Scheduler
  • Call Centre Team Leader
  • Customer Service Team Leader
  • Sales Team Manager
  • Scheduler

Core Units

Unit CodeUnit Description
SIRXSLS405Coordinate a retail operation during economic downturns
BSBLED401Develop teams and individuals
BSBWHS401Implement and monitor WHS policies, procedures and programs to meet legislative requirements


Unit CodeUnit Description
BSBCUE405Survey stakeholders to gather and record information
BSBCUE407Administer customer engagement technology
BSBMKG419Analyse consumer behaviour
BSBCUS402Address customer needs
BSBMGT401Show leadership in the workplace
BSBWOR403Manage stress in the workplace
BSBCOM401Organise and monitor the operation of compliance management system
BSBINN301Promote innovation in a team environment
BSBMGT405Provide personal leadership
TLIU3011Implement and monitor environmentally sustainable work practices.


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What Kirana Workforce Development Offers

  • QualityInvestment in people to the highest industry standard is delivered
  • DiscoveryUncover the hidden passion of your people
  • GrowthUnlock the potential of your business to grow strength to strength on the back of your people and products
  • ConfidenceWe've more than 7 year's experience in delivering relevant skills to an array of industry partners
  • SupportKirana will work with employers to ensure training isn't a financial burden to business

Client Testimonials

"My learning experience with Kirana has been an amazing journey. I feel I have learnt a lot and am far more confident in my role in Aged Care and now have the knowledge to further my career… Kirana is a wonderful learning centre and I will definitely be recommending it to everyone I talk to."
Margaret Cooper
CHC40108 Certificate IV in Aged Care

Registered TrainingOrganisation

Our RTOs offer qualifications that are nationally recognised across a different range of industries.

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