Qualification Outline
22/07/2026 5:38 AM AWST
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Certificate IV in Customer Contact
Certificate IV in Customer Contact
BSB40312
J349
Replaced
Replaced
National Endorsed, State Implementation and Classification
Releases
| Release Version | Release Date | TGA Status | DTWD Status |
|---|---|---|---|
| 3.00 | 13/04/2013 | Current | Approved |
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.
Schedule
Packaging Rules
Packaging RulesTotal number of units = 13
3 core units plus
10 elective units of which:
4 units must be from Group A elective units below
the remaining 6 units may be from Group A or Group B elective units, or from qualifications at the same level or one higher in any endorsed Training Package or accredited course
up to 2 units may be from a Certificate III level qualification.
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.
Core units
BSBCUS401B Coordinate implementation of customer service strategies
BSBLED401A Develop teams and individuals
BSBWHS401A Implement and monitor WHS policies, procedures and programs to meet legislative requirements
Elective units
Group A
BSBCCO403A Schedule customer contact activity
BSBCCO404A Collect, analyse and record information
BSBCCO405A Survey stakeholders to gather and record information
BSBCCO406A Run a multicentre
BSBCCO407A Administer customer contact technology
BSBCUS402B Address customer needs
BSBCUS403B Implement customer service standards
BSBMGT401A Show leadership in the workplace
BSBMKG402B Analyse consumer behaviour for specific markets
BSBWOR403A Manage stress in the workplace
Group B
BSBCOM401B Organise and monitor the operation of compliance management system
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
BSBHRM405A Support the recruitment, selection and induction of staff
BSBINM401A Implement workplace information system
BSBINN301A Promote innovation in a team environment
BSBLED501A Develop a workplace learning environment
BSBMGT402A Implement operational plan
BSBMGT403A Implement continuous improvement
BSBMGT405A Provide personal leadership
BSBPMG411A Apply project quality management techniques
BSBPMG415A Apply project risk management techniques
BSBPMG522A Undertake project work
BSBSLS501A Develop a sales plan
BSBSLS502A Lead and manage a sales team
BSBSUS301A Implement and monitor environmentally sustainable work practices
BSBWOR401A Establish effective workplace relationships
CHCINF505D Meet statutory and organisation information requirements
CHCPOL403C Undertake research activities
ICASAS305A Provide IT advice to clients
1. Core Units
All three (3) units must be completed.
| State Code | National Code | Title | Hours | Type |
|---|---|---|---|---|
| S8073 | BSBCUS401B | Coordinate implementation of customer service strategies | 30 | Unit of competency |
| D0797 | BSBLED401A | Develop teams and individuals | 40 | Unit of competency |
| WE723 | BSBWHS401A | Implement and monitor WHS policies, procedures and programs to meet legislative requirements | 40 | Unit of competency |
2. Group A Elective Units
Four (4) units must be from Group A elective units.
Please refer to the packaging rules for the full details of available options.
| State Code | National Code | Title | Hours | Type |
|---|---|---|---|---|
| S8074 | BSBCUS402B | Address customer needs | 30 | Unit of competency |
| S8055 | BSBCCO407A | Administer customer contact technology | 25 | Unit of competency |
| D0856 | BSBMKG402B | Analyse consumer behaviour for specific markets | 50 | Unit of competency |
| S8052 | BSBCCO404A | Collect, analyse and record information | 40 | Unit of competency |
| D1032 | BSBWOR403A | Manage stress in the workplace | 60 | Unit of competency |
| S8054 | BSBCCO406A | Run a multicentre | 50 | Unit of competency |
| S8051 | BSBCCO403A | Schedule customer contact activity | 20 | Unit of competency |
| D0841 | BSBMGT401A | Show leadership in the workplace | 50 | Unit of competency |
| S8053 | BSBCCO405A | Survey stakeholders to gather and record information | 40 | Unit of competency |
3. Group B Elective Units
The remaining six (6) units may be chosen from Group B.
Please refer to the packaging rules for the full details of available options.
Replaces
| State Code | National Code | Title | Type |
|---|---|---|---|
| D692 | BSB40311 | Certificate IV in Customer Contact | Qualification |
Replaced By
| State Code | National Code | Title | Type |
|---|---|---|---|
| AVW0 | BSB40315 | Certificate IV in Customer Engagement | Qualification |
No information
Entry Requirements
There are no entry requirements for this qualification.
Traineeships and Apprenticeships