Certificate IV in Business (Operations) BSB40120 | Online Service Operations Training

BSB40120Certificate IV in Business (Operations)with a focus on Customer Service

Build Customer Service and Operations Excellence

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.

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100% Online Delivery

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9–16 Month Completion

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Build practical customer service and operational capability

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Strengthen communication, coordination and continuous-improvement skills

BSB40120Certificate IV in Business (Operations)with a focus on Customer Service

Build Customer Service and Operations Excellence

Default Text

✓

100% Online Delivery

✓

9–16 Month Completion

✓

Build practical customer service and operational capability

✓

Strengthen communication, coordination and continuous-improvement skills

Investment

Full fee:$5,750

With scholarship:$2,970

Save $2,780 - Eligibility criteria apply

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.

Book A Chat To Enrol Now

Download Course Flyer

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 it

Units

12 units of competency

Assessment

Workplace projects — no exams

Support

Unlimited trainer support by phone and email

Credit 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.

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

Module 5

BSBTEC404Customers expect seamless digital service; learn to use online platforms, manage digital interactions and support technology-based service delivery.

Module 6

BSBPEF401Customer-facing roles can be emotionally demanding; build resilience, manage stress and maintain performance without burning out.

Module 7

BSBWHS411Service environments still carry WHS obligations; gain confidence in applying safety procedures that protect customers and staff.

Module 8

BSBOPS403Service failures impact reputation; learn to identify risks, assess impacts and support consistent, dependable service delivery.

Module 9

BSBSTR402Continuous improvement boosts customer satisfaction; develop skills to identify gaps, implement better processes and measure results.

Module 10

BSBOPS404Turn strategy into action; learn how to execute service plans, gather feedback, resolve issues and support consistent customer experiences.

Module 11

BSBMKG434Customer-service staff often support sales; develop skills to promote services professionally and understand customer engagement patterns.

Module 12

BSBWRT411Quality communication underpins service excellence; learn to prepare clear service reports, customer documentation and written procedures.

People 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%.