BSB40315 Certificate IV in Customer Engagement


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



Complex enquiry customer contact operator.

Pathways Information


Pathways into the qualification

Preferred pathway for candidates considering this qualification include:

BSB30211 Certificate III in Customer Contact or other relevant qualifications

vocational experience assisting in a range of support roles without a formal business qualification.


Pathways from the qualification

BSB50311 Diploma of Customer Contact or a range of other Diploma qualifications. 

*Concessions and Exemptions: If you are an Aboriginal or Torres Strait Islander, a student with a disability or a Commonwealth welfare recipient, 

you and your dependents may be eligible for fee exemptions or concessions when enrolling in a Smart and Skilled course.
Please contact one of our consultants on (02) 9700 9333

Pre Enrolment Form 

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Pre Enrolment Form

Learner Handbook & Course Information

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BSB40315 Certificate IV in Customer Engagement
BSB40315 Certificate IV in Customer Enga
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Learner Handbook