The Certificate IV in Customer Contact is for customer service team leaders looking to further develop their skills and expertise. Participants receive calls, use call centre telephone and computer technology, enter and receive data and usually manage their own work requirements. The course teaches customer service techniques for delivering product knowledge, dealing with customer complaints, managing stress, as well as leadership and work development.

Successful completion of this qualification may lead to career opportunities such as: * Contact Centre Team Leader * Analyst * Scheduler * Quality Assurance Coordinator * Customer Contact Coach * Complex Enquiry Customer Contact Operator