Certificate IV in Customer Contact - SELMAR

The Certificate IV in Customer Contact is a Nationally Recognised Qualification aimed at experienced Contact Centre Consultants taking (inbound customer service) and making calls (outbound sales), as well as provideng direction and leadership of a team.

You Will:

•       Learn telephone & customer service strategies as well as telecommunications technology
•       Develop the skills to become a highly skilled call centre operator
•       Develop the skills and knowledge to become a supervisor
        or team leader
•       Deal with customers and best learn how to deal with complaints


Training Outcomes:

•       Develop the skills and knowledge to become a leader
•       Use problem solving approaches to identify customer needs and
        to resolve customer complaints
•       Develop the skills to coach and monitor training of staff
•       Develop and implement customer service and training strategies
•       Promote innovation in the workplace 


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

Delivery Options

Workplace Traineeship    Group facilitation in the workplace or one on One

Eligibility for Government Funded Training

The Victorian State Government supports learning and development for those wishing to advance in their career. In order to receive full government funded training the candidate must satisfy the following requirements:

•       Be an Australian citizen or Permanent resident
•       Must not already hold a qualification at certificate IV level or higher

Sample units covered: 

•       BSBMGT401A    Show leadership in the workplace  

•       FNSICORG515B Provide mentoring & coaching

•       BSBMGT405A    Provide personal leadership

•       BSBINN301A     Promote innovation in a team environment

•       BSBLED401A     Develop teams & individuals

•       BSBWOR401A   Establish effective workplace relationships

•       BSBWOR201A   Manage stress in the workplace

•       BSBCUS401A    Coordinate implementation of customer service strategies

•       BSBPMG510A    Manage projects

•       BSBOHS407A    Monitor a safe workplace

•       BSBCCO402A    Gather, collate & record information

•       BSBINM401A     Implement workplace information system

•       BSBMGT403A    Implement continuous improvement


Recognition of Prior Learning (RPL) is available to all students.