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    Your Career, Your Way. A Kirana College's qualification gets you started!

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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 become an expert in the field with the Certificate IV in Customer Engagement. This qualification brings a 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 Kirana’s Registered Training Organisation Collaboration Learning 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

BSB50315 Diploma of Customer Engagement

Entry Requirements

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

Student Selection Process

Kirana’s student selection process is designed to ensure that you are enrolled in the qualification that best meets your needs.
Kirana’s selection criteria will take into account various factors when deciding upon which students will be offered places in the program including;

  • The students’ needs and desired outcomes
  • The ability and commitment of the students 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 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
BSBCUS401Coordinate implementation of customer service strategies
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
BSBSUS401Implement and monitor environmentally sustainable work practices

Eligibility Check

Let one of our Course and Career Advisors help work out the best funding model based on your eligibility.

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The information provided in the form above will be kept in accordance with Australian Privacy laws and our Privacy Policy.

What Kirana Offers

  • Access to industry leading VET Teachers who care about how you progress in the course
  • Flexible learning options; study online, in class, blended, by correspondence or at your workplace
  • You may be eligible for state and/or federal funding as a loan or a subsidy towards your course
  • We have 7 learning campuses nationally for when you want to be inspired by like-minded students & trainers
  • Some Kirana qualifications are part of a pathway to university and getting you degree ready

Student Testimonials