This qualification reflects the role of individuals to work in supervisor-level roles in a business environment. To develop and build a broad range of knowledge and skills to provide solutions to complaints, responding to customers, developing team members and completing administrative tasks.
This course can be delivered in a flexible program of classroom training and self-paced learning activities. Students have up to 6 months to complete the course.
There are no entry requirements for this qualification. Student will be required to provide their USI and complete a language, literacy and numeracy test.
ARC Training has policies, procedures and information to help create a safe and healthy, culturally diverse, friendly and non-discriminatory learning environment.
Training and Assessment Activities
Training and Assessment will take place:
Classroom: Training and assessment takes place in a classroom and involves discussions and activities.
Self-directed learning: Further study and assessment activities are done by participants in their own time.
Assessment: The methods in which students are assessed may include written questions, scenarios and observations.
Possible Job Roles
- Call centre team leader
- Call centre operator
- Customer service officer
ARC Training does not guarantee successful completion of this course and obtain employment.
This course is delivered in New South Wales, funding may be available for eligible participants in NSW.
Eligibility Criteria - NSW Smart and Skilled
Subsidised Training: funding may be available for eligible participants under the NSW Smart and Skilled program.
To be eligible for a subsidised place, you must be:
- an Australian Citizen, Australian Permanent Resident, Humanitarian Visa Holder or NZ Citizen
- 15 years old or over
- Living or working in NSW
- No longer be at school or equivalent.
This training is subsidised by the NSW Government.
Total student fee:
Exemption $0 Concession $240
First Qualification $1,980 Second Qualification $2,310
There are thirteen (13) units of competency to complete, comprising of three (3) core units and ten (10) elective units of competency. Please see the next page for our standard BSB40315 Certificate IV in Customer Engagement program.
Keep in mind, one of our ARC representatives will be happy to discuss unit selection.
ARC Training offers the opportunity to go through a Recognition of Prior Learning (RPL) process. Please talk to an ARC Training representative about applying for RPL or a credit transfer.
|BSBWHS401||Implement and monitor WHS policies, procedures and programs to meet legislative requirements|
|BSBCUS401||Coordinate implementation of customer service strategies|
|BSBLED401||Develop teams and individuals|
|BSBMGT401||Show leadership in the workplace|
|BSBWOR403||Manage stress in the workplace|
|BSBCUS402||Address customer needs|
|BSBCUS403||Implement customer service standards|
|BSBCUE404||Collect, analyse and record information|
|BSBRES401||Analyse and present research information|
|BSBINM401||Implement workplace information system|
|BSBLDR401||Lead effective workplace relationships|
|BSBMGT403||Implement continuous improvement|
|BSBLDR403||Lead team effectiveness|
RTO Code 91007
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