TAFE NSW

Certificate IV in Customer Engagement - BSB40315

TAFE NSW

Type of institution: TAFE Institute
Level: Pre-degree
CRICOS: 00591E

This qualification reflects the role of individuals with excellent communication and interpersonal skills who undertake complex customer interactions, often as a team leader and with significant authority to delegate.Duties at this level are varied and may include responding to complex customer requests handling complaints, coaching staff and completing related administrative tasks.Licensing/Regulatory InformationNo licensing, legislative or certification requirements apply to this qualification at the time of publication.

Structure

  • 13 units: 3 core
  • 10 elective

Subjects

  • Survey stakeholders to gather and record information
  • Promote innovation in a team environment
  • Undertake research activities
  • Meet statutory and organisation information requirements
  • Administer customer engagement technology
  • Implement customer service standards
  • Run a multicentre
  • Support the recruitment, selection and induction of staff
  • Provide education and training on compliance requirements and systems
  • Organise and monitor the operation of compliance management system
  • Manage stress in the workplace
  • Implement workplace information system
  • Apply project quality management techniques
  • Develop a workplace learning environment
  • Implement and monitor WHS policies, procedures and programs to meet legislative requirements
  • Promote and liaise on compliance requirements, systems and related issues
  • Lead and manage a sales team
  • Address customer needs
  • Apply project risk management techniques
  • Provide ICT advice to clients
  • Develop a sales plan
  • Implement processes for the management of a breach in compliance requirements
  • Analyse consumer behaviour for specific markets
  • Show leadership in the workplace
  • Implement and monitor environmentally sustainable work practices
  • Implement continuous improvement
  • Lead effective workplace relationships
  • Undertake project work
  • Implement operational plan
  • Provide personal leadership
  • Schedule customer engagement activity
  • Develop teams and individuals
  • Coordinate implementation of customer service strategies
  • Collect, analyse and record information

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