BSB40315 Certificate IV in Customer Engagement

BSB40315 Certificate IV in Customer Engagement

BSB40315 Certificate IV in Customer Engagement

RPL - $937.50
(25% off services discount applied)

(25% off services discount applied)


Our BSB40315 Certificate IV in Customer Engagement qualification is suitable for managers and supervisors who have or desire a dynamic role in implementing continuous improvement processes and managing customer service. Responsibilities at this level are varied and may include responding to complex customer requests handling complaints, coaching staff, and completing related administrative tasks.

Learn how to implement customer service standards and strategies, develop individuals and teams as well as working effectively in customer engagement.


The Diploma of Business BSB50215 qualification can provide a number of career and further study outcomes.

After completing this course you could explore some of the following careers:

  • Customer Service Team Leader
  • Quality Assurance Coordinator
  • Analyst
  • Complex Enquiry Customer Service Operator
  • Sales Team Manager

Gain knowledge and experience in areas such as:

  • Coordinating customer service strategies
  • Developing teams and individuals
  • Implementing and monitoring WHS policies
  • Showing leadership in the workplace
  • Administering customer engagement technology
  • Addressing customer needs
  • Implementing customer service standards

Already have experience in Customer Engagement? Apply for RPL and gain your qualification sooner!

Packaging Rules

Total number of units = 13

3 core units  plus

10 elective units,  of which:

  • 4 units must be from Group A elective units below
  • 6 units may be from Group A or Group B elective units, or from qualifications at the same level or one higher in any endorsed Training Package or accredited course
  • If not listed, up to 2 units may be from a Certificate III level qualification.

Elective units must be relevant to the work environment and the qualification, maintain the integrity of the AQF alignment and contribute to a valid, industry-supported vocational outcome.

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

Group A

BSBCUE403 Schedule customer engagement activity

BSBCUE404 Collect, analyse and record information

BSBCUE405 Survey stakeholders to gather and record information

BSBCUE406 Run a multicentre

BSBCUE407 Administer customer engagement technology

BSBCUS402 Address customer needs

BSBCUS403 Implement customer service standards

BSBMGT401 Show leadership in the workplace

BSBMKG419 Analyse consumer behaviour

BSBWOR403 Manage stress in the workplace

Group B

BSBCOM401 Organise and monitor the operation of compliance management system

BSBCOM402 Implement processes for the management of a breach in compliance requirements

BSBCOM403 Provide education and training on compliance requirements and systems

BSBCOM404 Promote and liaise on compliance requirements, systems and related issues

BSBHRM405 Support the recruitment, selection and induction of staff

BSBINM401 Implement workplace information system

BSBINN301 Promote innovation in a team environment

BSBLDR402 Lead effective workplace relationships

BSBLED501 Develop a workplace learning environment

BSBMGT402 Implement operational plan

BSBMGT403 Implement continuous improvement

BSBMGT405 Provide personal leadership

BSBPMG411 Apply project quality management techniques

BSBPMG415 Apply project risk management techniques

BSBPMG522 Undertake project work

BSBRES411 Analyse and present research information

BSBSLS501 Develop a sales plan

BSBSLS502 Lead and manage a sales team

BSBSUS401 Implement and monitor environmentally sustainable work practices

CHCINM001 Meet statutory and organisation information requirements

ICTSAS305 Provide ICT advice to clients

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