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Certificate IV In Customer Contact

Pursuing your Certificate IV in Customer Contact with Synergy training & Consulting, will lead to you gaining a Nationally Recognised Qualification. You will have access to interactive and in-depth learning resources and support at your fingertips. You will the opportunity to pursue the course online, via blended learning or distance education and complete it at your own pace.

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.


  • Recommended Year 10 or equivalent.
  • Appropriate literacy and numeracy skills.
  • Access to the Internet & basic computer skills.
  • Access to a workplace or 'simulated' work environment to carry out some tasks and activities.


  • Accounts Clerk
  • Customer Service Advisor
  • Office Administrator
  • E-Business Practitioner
  • Legal Receptionist
  • Medical Receptionist
  • Student Services Officer
  • Word Processing Operator.


We offer flexible training delivery either face-to-face, self paced or in blended delivery modes. We will tailor the delivery to meet your needs.


This course is a competency based training program and as such the duration of the course is to be determined on individual levels of current competence and RPL. However, expect to take around a month per module for most of our courses.


You are required to complete 13 units for the Certificate IV in Customer Contact BSB40311.our Certificate IV in Customer Contact will consist of 3 core units and 10 elective units. Your elective units will be customised according to your choice of major.

Core Areas of Study

  • Monitor a Safe workplace.
  • Develop Teams and Individuals
  • Coordinate Implementation of Customer Service Strategies.

Elective Areas of Study

  • Customer Record Management
  • Multicentre Management
  • Customer Contact Technology
  • Leadership
  • Consumer Behaviour Analysis
  • Stress Management
  • Compliance Management
  • Innovation
  • Recruit Staff
  • Induct Staff
  • Learning & Development
  • Continuous Improvement
  • Risk Management
  • Project management

To find out more information or to Enrol, Request a Free information pack today!

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