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Course name BSB40312 Certificate IV in Customer Contact
Duration 3 months

The Certificate IV in Customer Contact 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.

Subject Code Unit of Competency
Workplace Leadership BSBMGT401A Show leadership in the workplace
BSBLED401A Develop teams and individuals
BSBMGT403A Implement continuous improvement
Consumer Behaviour BSBMKG402B Analyse consumer behaviour for specific markets
BSBCCO405A Survey stakeholders to gather and record information
BSBSLS501A Develop a sales plan
BSBCUS402B Address customer needs
Customer Service BSBCCO403A Schedule customer contact activity
BSBCCO407A Administer customer contact technology
BSBCUS401B Coordinate implementation of customer service strategies
BSBCUS403B Implement customer service standards
Compliance and Legislation BSBWHS401A Implement and monitor WHS policies, procedures and programs to meet legislative requirements
BSBCOM401B Organise and monitor the operation of compliance management system


Please note: the table represents sample units of competency and order of delivery. While the core subjects will always be delivered for this qualification, the electives are subject to change as per the Training Package guidelines and the order of delivery may vary.


All VET assessments at StudyOnline are competency based. This means that assessments are marked as Competent (C) or Not Yet Competent (NYC). A student is Competent (C) if they have answered all the questions in the assessment(s) for a subject correctly. A student is Not Yet Competent (NYC) if they have not given enough evidence of their understanding of the learning materials for a subject in their assessment(s).

A student must achieve Competent in all subjects to be deemed Competent for the Qualification.

This course has no entry requirements. However, AIPE prefers students to have completed year 12 in Australia or an equivalent accredited qualification (Certificate IV or above) before entering into this course.

English Language
Students must complete the AIPE VET placement test and successfully pass OR hold a valid IELTS 5.5 or equivalent.

All students must be 18 years or older at the time of application.

Online Students
Students must have access to a computer with Internet Explorer 8 or above (or the equivalent version of Chrome, Mozilla, Firefox etc).
Students must have access to a regular internet connection.

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

Nationally-Recognised Qualifications and Industry Consultation

AIPE provides a rewarding learning experience that allows students to explore their career options while developing essential academic skills. We deliberately affiliate with regulatory and industry bodies to ensure our students receive the highest quality of education in line with marketplace expectations.

All courses at AIPE are nationally recognised. Upon completion of an AIPE course, students receive a certificate that meets Australian education standards. AIPE courses are developed under the Australian Quality Framework (AQF) and are also government accredited and recognised.

We also regularly consult with relevant industry and community groups to ensure that our courses meet the needs of industry and the wider community.

On successful completion of this course, a student should be able to perform the duties of:

  • Contact Centre Team Leader
  • Quality Assurance Coordinator
  • Customer Contact Coach
  • Analyst
  • Scheduler
  • Complex enquiry Customer Contact Operator

Study on Campus

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Online Demo

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