Modification History
Release |
Comments |
Release 1 |
This Qualification first released with BSB07 Business Training Package version 7.0. Replaces and is equivalent to BSB40311 Certificate IV in Customer Contact. Updated Core Unit:
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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 = 10
4 core units plus
6 elective units
At least 3 of the elective units must be selected from the elective units listed below.
The remaining 3 elective units may be selected from the elective units listed below, or any currently endorsed Training Package or accredited course at the same qualification level. If not listed below, 1 unit may be selected from either a Certificate III or Diploma qualification.
Elective units must be relevant to the work outcome, local industry requirements and the qualification level.
Core units
BSBMGT401A Show leadership in the workplace
BSBMGT402A Implement operational plan
BSBWHS401A Implement and monitor WHS policies, procedures and programs to meet legislative requirements
BSBWOR402A Promote team effectiveness
Elective units
Customer Service
BSBCUS401B Coordinate implementation of customer service strategies
BSBCUS402B Address customer needs
BSBCUS403B Implement customer service standards
Financial Administration
BSBFIA402A Report on financial activity
General Administration
BSBADM409A Coordinate business resources
Information Management
BSBINM401A Implement workplace information system
Innovation
BSBINN301A Promote innovation in a team environment
Interpersonal Communication
BSBCMM401A Make a presentation
IT Support
BSBITS401B Maintain business technology
Learning and Development
BSBLED401A Develop teams and individuals
Management
BSBMGT403A Implement continuous improvement
BSBMGT404A Lead and facilitate off-site staff
Marketing
BSBMKG413A Promote products and services
Project Management
BSBPMG510A Manage projects
BSBREL402A Build client relationships and business networks
Relationship Management
BSBREL401A Establish networks
Research
BSBRES401A Analyse and present research information
Risk Management
BSBRSK401A Identify risk and apply risk management processes
Sustainability
BSBSUS301A Implement and monitor environmentally sustainable work practices
Workplace Effectiveness
BSBWOR401A Establish effective workplace relationships
BSBWOR404B Develop work priorities
Writing
BSBWRT401A Write complex documents