Business Programs
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BSB40307 Certificate IV in Customer Contact |
| overview - certificate requirements - relevant job roles - delivery - fees - recommended program - skills sets - what you receive - entry points - exit points |
Overview
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This Certificate programme is ideal for those who need to apply solutions to a defined range of unpredicatable situations while analysing and evaluating information from a variety of sources. Well-developed administrative and clerical skills are used in a wide variety of contexts. Individuals may be employed in positions with supervion/leadership of a team in addition to some responsibility for that team's output.
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Certificate IV in Customer Contact
You will need to complete 13 units of competency to complete the full BSB40307 Certificate IV in Customer Contact. The combination of required core and elective units is identified on our enrolment form.
Entry requirements
HBTA does restrict enrolments to clients aged 18 - 65 with a minimum Year 10 level of English and Maths. Job roles indicated below require strict attention to detail when processing student records and maturity when communicating with customers.
You will not need to own a computer or specific software, but will be expected to complete some tasks electronically for specific units. Access to unit-specific software outside of workshops is highly recommended for both practice and assessment purposes. If you have any questions, please contact us.
Prerequisite and Corequisite requirements
Some units build on information presented in the Certificate III in Business and Certificate III in Business Administration, but it is not essential that you complete this qualification first.
THHGCS06B Plan and implement sales activities has two prerequisite units:
- THTSOP04B Sell tourism products and services; and
- THHGCS08B Establish and conduct business relationships
These units are not available through HBTA. We can therefore only allow you to enrol in TAAGCS306B if you have already attained both of these units. You will be required to provide us with a certified copy of your award which includes both of the stated prerequisite units when you send us your enrolment form.
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Relevant job roles
This qualification is suited to a broad range of job roles, including:
- Analyst
- Quality Assurance Coordinator or Manager
- Sales Representative
- Scheduler
- Subject Matter Expert/Coach
- Team Leader
Please contact us for details about specific units which might be suited to particular job roles.
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Delivery
Delivery Methods
Workshops are scheduled at weekly intervals for normal ("fee for service") enrolments in this program due to the number of practical assessment tasks required. Mentoring is available for distance education students if required. A minimum of six confirmed enrolments is required for us to facilitate a workshop. If we do not have sufficient enrolments to facilitate a workshop, you will be offered either a deferral or distance education with mentoring.
Seminars/workshops can also be facilitated for specific units, subject to sufficient enrolments being confirmed.
Please contact us for further details, particularly if there are identified delivery/assessment issues for a unit or units which you need to include, or you wish to confirm an appropriate selection for a specific job role.
Delivery issues
Our enrolment form contains an explanation of issues which could require negotiation:
- 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
- THHGCS06B Plan and implement sales activities
These units have specific pratical assessment tasks which require you to be employed in a supervisory capacity at the time you undertake the assessments. Due to the specific essential evidence which must be provided, simulated work environments will not suffice. Assessments conducted exclusively within an off-job environment will be insufficient to confirm competency for these units.
Detailed information about these units is available on the National Training Information System search engine. If you have any questions about these units or the delivery issues identified above, please see the Special Notes section of our enrolment form, or contact us for clarification on how identified delivery issues can be addressed in your enrolment.
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Fees & charges
Enrolment fees are listed on our enrolment form and information brochure. They include all training resources needed to complete your program but exclude internet access, computer equipment and software, travel costs and/or self-catering expenses.
If you apply for recognition of prior learning or current competencies but your evidence is not sufficient, you may be liable for an additional $50.75 per unit to cover any gap training and assessment.
These fees do not carry GST. However, we do apply GST to our service charges. These are listed on our Fees and Charges page.
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Recommended program
This qualification is generalist in nature and no recommendations - except for core unit specified in the training package - are suggested at this time. However, we are happy to assist with selecting units that are best suited to particular employment outcomes.
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Certificate IV in Customer Contact skill sets
There are no official skill sets identified for this qualification.
We recognise that there are times when what you need is training in or recognition of specific skills rather than a full qualification.
We are happy to provide custom skills sets to suit your particular needs. You are welcome to contact us and discuss your requirements either for personal or organisation training and development.
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What you receive
Applicants who have successfully met all competency requirements will receive a Certificate IV in Customer Contact upon completion of their program.
All skill sets are acknowledged by either a Statement of Attendance or a Statement of Attainment. The latter can only be issued to those who have met all competency requirements for the unit/s relevant to that skill set.
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Entry Points include:
- after achieving BSB30107 Certificate III in Business, BSB30207 Certificate III in Customer Contact, BSB30407 Certificate III in Business Administration or other relevant qualifications or
- providing evidence of competency in the majority of units required for the BSB30107 Certificate III in Business, BSB30207 Certificate III in Customer Contact, BSB30407 Certificate III in Business Administration or other relevant qualifications or
- with some vocational experience assisting in a range of support roles without a formal business qualification
- individuals who have secured employment in a relevant job role or
- individuals who seek employment in a relevant job role or
- people currently employed in following indicative job roles and seeking advancement
- Call/Contact Centre Agent
- Sales Representative
- Senior Customer Service Representative
- Telesales Representative
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Exit Points include:
- improved opportunities for employment in a relevant job role
- progression to qualifications such as
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Last updated on June 21, 2008