Description:
RPL for a Certificate IV in Customer Contact (BSB40312) is ideal for those who typically undertake complex customer interactions such as Contact Centre Team Leaders. In working with Get Qualified Australia and our RTO partners, you’ll utilise Skills Recognition in order to obtain the qualification you deserve. Keep reading for more info on this certificate and RPL.
DETAILS:
RPL Price: $1050
Course Usage Recommendation: current
Training Package: business services training package
How To Achieve
-
Total 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
Awarded By
NameProvider Code
Asset Training Australia31718
Additional information
This qualification reflects the skills and knowledge required 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.
There are no entry requirements for this qualification.
There is no direct link between this qualification and licensing, legislative and/or regulatory requirements.
Visit Get Qualified Australia’s Trade Licensing page for more information surrounding licensing
The following table contains a summary of the employability skills required by industry for this qualification. The employability skills facets described here are broad industry requirements that may vary depending on qualification packaging options.
Industry/enterprise requirements for this qualification include:
Communication
- communicating with team members and management to ensure open communication channels and to clarify issues
- resolving conflict and disputes in the work team
Teamwork
- being a role model for other team members
- consulting and developing objectives with the work team
Problem-solving
- developing risk management approaches
- developing techniques to address faults and inefficiencies
Initiative and enterprise
- identifying and developing opportunities for improved work practices
Planning and organising
- monitoring and adjusting operational performance by producing short-term plans, planning and acquiring resources and reporting on performance
- preparing work plans and budgets
Self-management
- actively seeking feedback on own performance from clients and colleagues
- prioritising tasks
Learning
- coaching and mentoring colleagues and team members to support the introduction of change
Technology
- using business technology such as computer programs and telecommunications to collect and manage information
This qualification reflects the skills and knowledge required 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.
No Related Qualifications found
