Certificate IV in Customer Contact BSB40312

Certificate IV in Customer Contact BSB40312 from BOOST Learning Australia

By: BOOST Learning Australia  18-Jan-2015
Keywords: Certificate Iv in Customer Contact Bsb40312

Certificate IV in Customer Contact BSB40312 Mode of Delivery (Complete in 12 months or less) Online Learning with Trainer Support Price: Normally $1300.00 / Now Only $799.00 About this Qualification BSB40312 Certificate IV in Customer Contact is specifically designed for people who are looking to advance within the customer service industry. Our Nationally Recognised Customer Service Qualification will allow you to advance within your career and provide you with the skills, knowledge and confidence to lead and manage customer service teams within the workplace. Our Nationally Recognised Qualification will also allow you obtain a role as a supervisor or manager within a number of diverse businesses. You will be guided through the following subjects by your learning resources and with your dedicated Trainer: - Coordinate implementation of customer service strategies - Develop teams and individuals - Implement and monitor WHS policies, procedures and programs to meet legislative requirements - Address customer needs - Implement customer service standards - Show leadership in the workplace - Manage stress in the workplace - Implement operational plan - Implement continuous improvement - Provide personal leadership - Promote innovation in a team environment - Develop a workplace learning environment - Establish effective workplace relationships 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: BSB30211 Certificate III in Customer Contact or other relevant qualifications OR 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. Entry Requirements There are no entry requirements for this qualification. Packaging Rules Total number of units = 13 3 core units plus 10 elective units 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 - BSBCUS402B Address customer needs - BSBCUS403B Implement customer service standards - BSBMGT401A Show leadership in the workplace - BSBWOR403A Manage stress in the workplace Group B - BSBMGT402A Implement operational plan - BSBMGT403A Implement continuous improvement - BSBMGT405A Provide personal leadership - BSBINN301A Promote innovation in a team environment - BSBLED501A Develop a workplace learning environment - BSBWOR401A Establish effective workplace relationships

Keywords: Certificate Iv in Customer Contact Bsb40312

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