BSB40315 Certificate IV in Customer Engagement

BSB40315 Certificate IV in Customer Engagement


This qualification reflects the role of individuals with excellent communication and interpersonal skills who undertake complex customer interactions, often as a team leader and with significant authority to delegate.

The qualification is delivered by AMA Training Services under a fee for service or Traineeship arrangement where the student is employed in a customer contact role and completes the program at their own pace. Each student is assigned a trainer / assessor who will mentor and support the student as they progress through the qualification. Student receive a set of learning guides covering the units of competency selected. Progressively as the student completes their learning guides and assignments, they will meet with their trainer / assessor who will assess their competency in a particular unit (s) of competency. The assessment process includes a combination of verbal questioning and discussion, demonstration, gathering a portfolio of evidence, assignments and supervisor verification.

Once all units of competency have been completed successfully, the trainee will receive their nationally recognized qualification


13 units to achieve this qualification:

  • 3 core unit / 10 elective units
  • Minimum of 4 elective units listed in Group A
  • Maximum of 6 electives may be selected from Group B or from other Certificate IV units
  • Maximum of 2 elective units may be selected from a Certificate III qualification

Units are selected in consultation with the student and their supervisor / manager.

Units of Competency

For a selection and description of the units of competency available through AMA Training for this qualification please click here.

How to enrol

For further information please click on the “Expression of Interest” button or contact AMA Training Services by email or telephone 08 9273 3033.