Customer service has become one of the most important elements of a good business, which is why an employee with the Certificate IV in Customer Contact is an asset for any organisation.
This qualification will enable you to upskill your customer service or call centre team to deliver premium service to your clients, whether it is in a sales, business development or customer relationship management capacity.
The Certificate IV in Customer Contact is recommended for experienced customer service practitioners such as those who have experience in a call centre environment or sales looking to take a management or leadership role.
Customer service practitioners are required to enter and retrieve data, work in a team and manage their own work. They need to work with a high degree of autonomy with authority to make decisions in relation to specific customer contact matters as well as provide leadership in either a team leader role or as a coach, mentor or senior staff member.
This qualification can be tailored for most customer contact business types and job roles.
Job roles and titles vary across different industry sectors. Possible job titles relevant to this qualification include:
- Quality Assurance Coordinator or Manager
- Subject Matter Expert/Coach
- Team leader
Entry requirements differ according to course provider. As a minimum, prospective students are expected to have:
- Proficient English literacy levels.
- Average English verbal communication.
- Proficient computer skills.
In some cases, although there may be no formal entry requirements experience in a call centre role is highly recommended.
Preferably, students should be at a Certificate III competency level or above through achievement of the BSB30211 Certificate III in Customer Contact or another relevant qualification, providing evidence of competency in the majority of units required for the BSB30211 Certificate III in Customer Contact or another relevant qualification, or possessing some vocational experience assisting in a range of support roles without a formal business qualification.
Course duration is dependent on study mode.
Online students will have the benefit of self-paced study with the average student able to complete the course within 570 hours over the course of 12 months.
Students wishing to study via classroom delivery should speak to a CoursesNow consultant to discuss provider options. Most Certificate IV programs run for a few hours a week for 12 months during the chosen institution's term time and expect students to contribute their own study time on top of classroom attendance.