“Deirdre has been the key designer, developer and deliverer of the Leadership Development Program at Misubishi Motors Australia for about 100 of our people and she is held in very high regard..."
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.
Preferred pathways for candidates considering this qualification include:
After achieving the BSB40312 Certificate IV in Customer Contact, candidates may undertake the BSB50311 Diploma of Customer Contact, a qualification for those seeking to develop more specialised technical skills and knowledge for working in a range of customer contact roles, or a range of other Diploma qualifications.
Possible job titles relevant to this qualification include:
Total number of units = 13
3 core units plus
10 elective units of which:
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. Elective units must be relevant to the work outcome, local industry requirements and the qualification level.
|BSBCUS401B||Coordinate implementation of customer service strategies||Core|
|BSBLED401A||Develop teams and individuals||Core|
|BSBWHS401A||Implement and monitor WHS policies, procedures and programs to meet legislative requirements||Core|
|BSBCCO403A||Schedule customer contact activity||Elective|
|BSBCCO404A||Collect, analyse and record information||Elective|
|BSBCCO405A||Survey stakeholders to gather and record information||Elective|
|BSBCCO406A||Run a multicentre||Elective|
|BSBCCO407A||Administer customer contact technology||Elective|
|BSBCUS402B||Address customer needs||Elective|
|BSBCUS403B||Implement customer service standards||Elective|
|BSBMGT401A||Show leadership in the workplace||Elective|
|BSBMKG402B||Analyse consumer behaviour for specific markets||Elective|
|BSBWOR403A||Manage stress in the workplace||Elective|
|BSBCOM401B||Organise and monitor the operation of compliance management system||Elective|
|BSBCOM402B||Implement processes for the management of a breach in compliance requirements||Elective|
|BSBCOM403B||Provide education and training on compliance requirements and systems||Elective|
|BSBCOM404B||Promote and liaise on compliance requirements, systems and related issues||Elective|
|BSBHRM405A||Support the recruitment, selection and induction of staff||Elective|
|BSBINM401A||Implement workplace information system||Elective|
|BSBINN301A||Promote innovation in a team environment||Elective|
|BSBLED501A||Develop a workplace learning environment||Elective|
|BSBMGT402A||BSBMGT402A Implement operational plan||Elective|
|BSBMGT403A||Implement continuous improvement||Elective|
|BSBMGT405A||Provide personal leadership||Elective|
|BSBPMG411A||Apply project quality management techniques||Elective|
|BSBPMG415A||Apply project risk management techniques||Elective|
|BSBPMG522A||Undertake project work||Elective|
|BSBSLS501A||Develop a sales plan||Elective|
|BSBSLS502A||Lead and manage a sales team||Elective|
|BSBSUS301A||Implement and monitor environmentally sustainable work practices||Elective|
|BSBWOR401A||Establish effective workplace relationships||Elective|
|CHCINF505D||Meet statutory and organisation information requirements||Elective|
|CHCPOL403C||Undertake research activities||Elective|
|ICASAS305A||Provide IT advice to clients||Elective|