BSB40307- Certificate IV in Customer Contact

This qualification reflects the role of individuals who use well-developed skills and a broad knowledge base in a wide variety of contexts. They apply solutions to a defined range of unpredictable problems, and analyse and evaluate information from a variety of sources. They may provide leadership and guidance to others with some limited responsibility for the output of others.

Job roles and titles vary across different industry sectors. Possible job titles relevant to this qualification include:

Analyst
Quality Assurance Coordinator or Manager
Scheduler
Subject Matter Expert/Coach
Team Leader

Prerequisite requirements
There are no prerequisite requirements for individual units of competency.Pathways into the qualification
Candidates may enter the qualification through a number of entry points demonstrating potential to undertake vocational education and training at certificate level, including:

after achieving the BSB30207 Certificate III in Customer Contact or other relevant qualification/s

providing evidence of competency in the majority of units required for the BSB30207Certificate III in Customer Contact or other relevant qualification/s

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

Examples of indicative job roles for candidates seeking entry based upon their vocational experience include:

Call/Contact Centre Agent
Customer Service Representative
Senior Customer Service Representative
Telesales Representative

This breadth of expertise would equate to the competencies required to undertake this qualification.

Pathways from the qualification
After achieving the BSB40307 Certificate IV in Customer Contact, candidates may undertake the BSB50307 Diploma of Customer Contact, a qualification for those seeking to develop more specialised technical skills and knowledge for working in a range of customer contact roles, or a range of other Diploma qualifications.

Licensing, Legislative, Regulatory or Certification Considerations
There is no direct link between this qualification and licensing, legislative and/or regulatory requirements. However, where required, a unit of competency will specify relevant licensing, legislative and/or regulatory requirements that impact on the unit.

Employability Skills

The following table contains a summary of the employability skills for this qualification. This table should be interpreted in conjunction with the detailed requirements of each unit of competency packaged in this qualification. The outcomes described here are broad industry requirements that may vary depending on the packaging options. This table is a summary of employability skills that are typical of this qualification and should not be interpreted as definitive.

Communication	Having the ability to transfer information centre's operational plan, goals, new products and services to team/project members Reading and interpreting a range of reports and information Writing team/project plans, documents and reports
Teamwork	Developing a team culture and identity Managing a team and applying knowledge of one's own role to achieve team goals Working with diverse persons and groups
Problem solving	Analysing information and reports Dealing with complex customer complaints and escalations Working through alternatives and improvements
Initiative and enterprise	Contributing to suggestions for improvements to team operations, products, services and processes Supporting operational plan and organisation's goals
Planning and organising	Developing team plans Managing learning and development plans for team members Planning team resources, targets and performance levels
Self management	Managing own performance and motivating others Managing own time and work priorities Managing stress in the workplace
Learning	Learning new ideas, skills and techniques Providing appropriate information on systems, products and services to team members
Technology	Using electronic communication devices and processes i.e. Internet, intranet, telephony equipment, software packages, enterprise systems and email to support team management Using technology to assist the manipulation of information and to maximise performance (technology requirements may be modified for people with a disability)

Total number of units = 13
7 Core units
6 Elective units

The 6 elective units may be selected from the list below, or from this or any other nationally endorsed Training Package. Where elective units are being chosen from other Training Package qualifications, up to 2 of the 6 elective units may be selected from Certificate III or Diploma qualifications. The remaining 4 elective units must be chosen from equivalent level qualifications. Electives must be relevant to the work outcome, local industry requirements and the qualification level. Units selected from other Training Packages must not duplicate units selected from or available within the BSB07Business Services Training Package.