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Certificate IV in Business (Operations)with a focus on Customer Service
Certificate IV in Business (Operations)Customer-facing roles demand calm problem-solving, clear communication and the ability to keep operations moving even when pressure rises. Yet many people doing this work every day aren’t formally recognised for the capability they already demonstrate. This qualification helps you build solid operational confidence, strengthen your customer-service expertise, and step into roles where your judgment and professionalism genuinely matter.
100% Online Delivery
9–16 Month Completion
Build practical customer service and operational capability
Strengthen communication, coordination and continuous-improvement skills
Flexible Payment Options: VISA, MasterCard, time payments.
Affordable weekly or fortnightly payment plans available.
NSW Smart & Skilled funding approved (subject to eligibility and funding availability). See our Funding Information page for full details.
Build Customer Service and Operations ExcellenceCustomer-focused roles are complex. You handle the difficult conversations, manage expectations, keep processes steady, and solve problems quietly in the background. Yet without a formal qualification, it can be hard to step into leadership or operations roles — even when you already have the capability.
This version of BSB40120 Certificate IV in Business (Operations) strengthens the skills you use daily while giving you structured tools to manage service quality, implement customer-service strategies, support continuous improvement and contribute to operational outcomes. It’s built for people who want clearer pathways, more confidence and recognition for their customer-service and coordination expertise.
Through practical, applied assessments, you’ll build the capability for customer service supervisor, operations coordinator, customer experience or service-quality roles — the positions where your strengths have real impact.
What You'll Develop
- Personal work-priority management and wellbeing
- Critical thinking for service-based decision-making
- Business and customer relationship building
- Customer-focused communication strategies
- Digital collaboration for service delivery
- WHS implementation in service environments
- Business risk-management capability
- Continuous-improvement practices
- Customer-service strategy execution
- Product and service promotion
- Complex document preparation
- Service-quality enhancement and monitoring
Quick Facts
Duration
9–16 months (self-paced, fast-track available)Study Mode
100% online – self-paced and flexible, with people to help when you need itUnits
12 units of competencyAssessment
Workplace projects — no examsSupport
Unlimited trainer support by phone and emailCredit Transfer and RPL PathwaysIf you have any past studies or experience, you may be eligible to receive credit where possible. This means you don’t need to relearn what you already know and can significantly reduce your study time by up to 60%.
Most experienced workers save 3 to 6 months of study time through RPL. Your practical experience has real value and we help you prove it.
Comprehensive Curriculum
Each module typically takes around 4 weeks to complete but can be completed faster if your personal time allows.Module 1
BSBPEF402Customer-service environments move fast — this module helps you prioritise effectively, manage competing demands and maintain consistency under pressure.
Service Efficiency
Workload Management
Module 2
BSBCRT411When service issues escalate, clear reasoning matters; learn how to analyse problems calmly and make decisions that support customers and operations.
Problem Solving
Service Decisions
Module 3
BSBTWK401Customer satisfaction relies on relationships; build skills to maintain trust with customers, internal teams and stakeholders.
Customer Relationships
Collaboration
Module 4
BSBXCM401High-pressure conversations come with the territory; this module strengthens your ability to communicate clearly, handle difficult interactions and maintain professionalism.
Customer Communication
Professional Dialogue
Module 5
BSBTEC404Customers expect seamless digital service; learn to use online platforms, manage digital interactions and support technology-based service delivery.
Digital Service
Online Platforms
Module 6
BSBPEF401Customer-facing roles can be emotionally demanding; build resilience, manage stress and maintain performance without burning out.
Wellbeing
Resilience
Module 7
BSBWHS411Service environments still carry WHS obligations; gain confidence in applying safety procedures that protect customers and staff.
WHS
Risk Control
Module 8
BSBOPS403Service failures impact reputation; learn to identify risks, assess impacts and support consistent, dependable service delivery.
Service Risk
Business Protection
Module 9
BSBSTR402Continuous improvement boosts customer satisfaction; develop skills to identify gaps, implement better processes and measure results.
Service Improvement
Quality Optimisation
Module 10
BSBOPS404Turn strategy into action; learn how to execute service plans, gather feedback, resolve issues and support consistent customer experiences.
Service Strategy
Customer Experience
Module 11
BSBMKG434Customer-service staff often support sales; develop skills to promote services professionally and understand customer engagement patterns.
Promotion
Customer Engagement
Module 12
BSBWRT411Quality communication underpins service excellence; learn to prepare clear service reports, customer documentation and written procedures.
Service Documentation
Professional Writing
Entry Requirements
To make sure this course is the right fit and that you’re set up for success, you’ll need to meet the following entry requirements.Age:- 21 Years or over- If under 21 (must be over 18), have a Certificate III + 2 years relevant work experience, OR have proof of high level of skills that may lead to an interview for possible enrolmentAcademic Suitability: have completed one of the following:- Year 12/Senior Certificate- Certificate III + 2 years relevant work experience- Pass a GTI Language, Literacy and Numeracy testDigital Literacy and Access Requirements:- Digital literacy sufficient to complete online study- Access to a computer and reliable internet connectionLanguage Requirements- See 'English Language Entry Requirements' for more information
Notes:• Applicants who do not meet the above criteria may request a meeting with the Training Manager/CEO. Enrolment may be accepted at their discretion.• These requirements do not apply to Traineeships but are strongly recommended.
Honest WarningPeople without the recommended experience often struggle and may not complete the course. This is simply due to the level of responsibility required in the assessments. If you have any past studies or experience, you may be eligible to receive credit where possible. This means you don’t need to relearn what you already know and can significantly reduce your study time by up to 60%.
Career PathwaysCustomer-service and operations professionals play a key role in business reputation and customer loyalty. This qualification supports advancement into roles where leadership, service quality and coordination matter. Service-operations roles typically fall between $60K–$100K, depending on industry and experience.
Customer Service Supervisor
Customer Service Manager
Operations Coordinator
Service Excellence Coordinator
Customer Experience Manager
Operations Manager
Service Quality Manager
Customer Relations Manager
Graduate Success Stories
“All aspects of the training were helpful for developing work skills as it was all relevant to my position at work. It allowed me to gain the qualifications for the work I currently do.”
Qualification aligned to work
Tracey Benn
“There was excellent team support from the offices staff, trainers and assessors! This course was able to provide a significant amount of personal growth for me starting business. I would definitely recommend this program/training to others for the full support that other RTO’s don’t give out as well.”
Significant personal growth
Bambie Bridges