Get ready to step up, develop your skills in customer service

*No longer accepting enrolments for this course*

Does leading a team to solve complex issues sound like a challenge you’d be interested in? Are you ready to build on your existing people skills? If you answered yes then our Certificate IV in Customer Contact can help you to achieve your goals.

Although not mandatory, you'll benefit from some experience with customers or a Certificate III in Customer Contact or similar. But the motivation to learn new skills and build your career is more relevant!

Not quite right?

  • National Code


  • Course duration

    Complete your course within 6 to 12 months

  • Nationally recognised

    Registered Training Organisation
    [RTO 40766]

  • Prerequisites


  • Delivery Mode


Our students find jobs in all areas of industry. Career opportunities that exist relating to this course include:

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


  • Business fundamentals

  • BSBCUS401 Coordinate implementation of customer service strategies
  • BSBLED401 Develop teams and individuals
  • BSBWHS401 Implement and monitor WHS policies, procedures and programs to meet legislative requirements
  • ICTSAS305 Provide ICT advice to clients
  • Organising at work

  • BSBCUE403 Schedule customer engagement activity
  • BSBCUE404 Collect, analyse and record information
  • BSBSLS501 Develop a sales plan
  • Understanding the consumer

  • BSBCUS402 Address customer needs
  • BSBMKG402 Analyse consumer behaviour for specific markets
  • BSBCMM301 Process customer complaints
  • BSBCUS403 Implement customer service standards
  • Managing stakeholder relationships

  • BSBMGT401 Show leadership in the workplace
  • BSBLDR402 Lead effective workplace relationships
  • BSBMGT405 Provide personal leadership
  • BSBSLS502 Lead and manage a sales team

Credit for university-level courses

The Certificate IV in Customer Engagement may make you eligible for credit towards a university-level course that you’re interested in. If you’re thinking about studying a degree online, we recommend getting in touch with a Student Advisor at Open Universities by calling 13 OPEN (13 67 36).

Eligibility Criteria Eligibility Criteria

While there are no formal entry requirements for most of our online courses, it's a good idea to check what core skills will be helpful for this course.

Literacy, Language and Numeracy Assessment [LL&N]

To study our courses, you'll need:

  • Writing and typing skills to complete assessments, fill in forms and create documents
  • English language skills to read the online learning content, policies, procedures and business documents, as well as emails
  • Computer skills to use the online classroom, conduct online research, as well as receive and respond to emails

To provide greater confidence surrounding your ability to successfully complete this qualification, Open Training will provide you access to an online Language, Literacy and Numeracy assessment to make sure this qualification is suitable.

Computer requirements

Before you start your online study, you'll need access to your learning material, do your research, prepare and submit your assessment tasks and interact with your trainers and other students. To do that, you'll need:

  • A decent computer with high-speed internet access, a sound card, microphone and speakers.
  • An up-to-date operating system, such as Microsoft Vista or later or Mac Os X or later.
  • The latest version of any of these web browsers: Firefox [most compatible], Chrome or Safari
  • Microsoft Office or similar [eg. GoogleDocs or OpenOffice]
  • Adobe Acrobat Reader
  • File compression/zip software
  • Access to email

Some courses have recommended textbooks that complement the online study material, but purchasing these texts is not compulsory.

Planning your study time

Our courses are designed to be completed within 6 to 12 months, depending on how quickly you want to gain your qualification. Here are some suggested timeframes:

Finish fast

Course duration: 6 months
Weekly hours: 15-20

Perfect life/work balance

Course duration: 12 months
Weekly hours: 7-10

Your online classroom

Study whenever you want in our innovative online classroom and help centre. Take a quick tour below.

Start tour