Modification History
Release |
Comments |
Release 1 |
This version first released with BSB07 Business Training Package version 6.0. Replaces BSB40307 Certificate IV in Customer Contact |
Description
This qualification reflects the role of individuals who typically undertake complex customer interactions, often as a team leader and with significant authority to delegate.
Duties at this level may include using multi-channel communications; receiving and responding to complex customer requests or enquiries; handling customer complaints; applying key performance indicators; leading a team; coaching staff; scheduling and organising; and gathering, interpreting and organising data capture.
Candidates undertaking this qualification require sound communication and interpersonal skills.
They may provide technical advice and support to a team.
Job roles
Possible job roles relevant to this qualification include:
- contact centre team leader
- quality assurance coordinator
- customer contact coach
- analyst
- scheduler
- complex enquiry customer contact operator.
Pathways Information
Pathways into the qualification
Preferred pathway for candidates considering this qualification include:
- BSB30211 Certificate III in Customer Contact or other relevant qualifications
- vocational experience assisting in a range of support roles without a formal business qualification.
Pathways from the qualification
BSB50311 Diploma of Customer Contact or a range of other Diploma qualifications.
Licensing/Regulatory Information
There is no direct link between this qualification and licensing, legislative and/or regulatory requirements.
Entry Requirements
There are no entry requirements for this qualification.
Employability Skills Summary
The following table contains a summary of the employability skills required by industry for this qualification. The employability skills facets described here are broad industry requirements that may vary depending on qualification packaging options.
Employability skill |
Industry/enterprise requirements for this qualification include: |
Communication |
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Teamwork |
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Problem-solving |
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Initiative and enterprise |
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Planning and organising |
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Self-management |
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Learning |
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Technology |
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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
- the remaining 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
- 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
BSBCUS401B Coordinate implementation of customer service strategies
BSBLED401A Develop teams and individuals
BSBOHS407A Monitor a safe workplace
Elective units
Group A
BSBCCO403A Schedule customer contact activity
BSBCCO404A Collect, analyse and record information
BSBCCO405A Survey stakeholders to gather and record information
BSBCCO406A Run a multicentre
BSBCCO407A Administer customer contact technology
BSBCUS402B Address customer needs
BSBCUS403B Implement customer service standards
BSBMGT401A Show leadership in the workplace
BSBMKG402B Analyse consumer behaviour for specific markets
BSBWOR403A Manage stress in the workplace
Group B
BSBCOM401B Organise and monitor the operation of compliance management system
BSBCOM402B Implement processes for the management of a breach in compliance requirements
BSBCOM403B Provide education and training on compliance requirements and systems
BSBCOM404B Promote and liaise on compliance requirements, systems and related issues
BSBHRM402A Recruit, select and induct staff
BSBINM401A Implement workplace information system
BSBINN301A Promote innovation in a team environment
BSBLED501A Develop a workplace learning environment
BSBMGT402A Implement operational plan
BSBMGT403A Implement continuous improvement
BSBMGT405A Provide personal leadership
BSBPMG404A Apply quality management techniques
BSBPMG407A Apply risk management techniques
BSBPMG510A Manage projects
BSBSLS501A Develop a sales plan
BSBSLS502A Lead and manage a sales team
BSBSUS301A Implement and monitor environmentally sustainable work practices
BSBWOR401A Establish effective workplace relationships
CHCINF505C Meet statutory and organisation information requirements
CHCPOL403B Undertake research activities
ICASAS305A Provide IT advice to clients
Custom Content Section
Not applicable.