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
  • Analyst
  • Scheduler
  • Complex enquiry customer contact operator.

Pathways Information


Pathways into the qualification

Preferred pathway for candidates considering this qualification include:

BSB30215 Certificate III in Customer Engagement or other relevant qualifications

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


Pathways from the qualification

BSB50315 Diploma of Customer Engagement 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