Distance Customer Relations Adviser vocational qualification

Effectively and in an organised manner carry out service, advice, management and sales activities for private individuals or professionals.

In compliance with the regulations in force, the rules of written and oral communication, meet customer expectations, provide services and advice, prospect effectively to achieve the qualitative and quantitative targets set by the employer.

Master the technologies of telephony coupled with IT, the associated IT applications to organise and energise your work (Customer relationship management, chatbot, voicebot) and to report on the results of your action and pass on all useful information to the company.

Master any communication environment on social networks to communicate effectively with the customer. Use your written communication skills to convince, advise, build loyalty and be influential.

Validate the level 4 Professional Qualification "Remote Customer Relations Advisor" or one of the two professional skills certificates:

CCP1: Provide services, advice and management in remote customer relations.

CCP2: Carry out commercial actions in remote customer relations

The training consists of two qualifying modules and 2 periods in a company. The distribution of hours over each of these modules may vary according to the needs of the beneficiary.

1. Discovering the profession and training: issues, responsibilities, expectations, resources, assessment conditions and procedures

2. Providing services and advice in remote customer relations

Greeting users or customers and providing information - accompanying customers, assisting them and advising them on their choices - providing information and advice - providing assistance, service and repairs (after-sales service) - providing information and managing customer files - developing customer loyalty - managing difficult situations in remote customer relations

3. Carrying out sales activities in remote customer relations

carrying out prospecting activities by telephone, building customer loyalty during sales, order taking or reservations - managing "customer retention" situations - ensuring the amicable collection of debts

4. Work placement in a company

140 hours spread over 2x2 weeks

5. Job search techniques

Supports, techniques, interviews and prospecting plan

6. Validation session

Presentation of the Dossier de Synthèse de Pratique Professionnelle, intermediate and final validations, interview with the jury.

• Professional qualification from the Ministry of Labour Level 4 (Baccalauréat, BP, BT)

Find out more about this qualification (RNCP12504, exact wording of the diploma, name of the certifier, registration date of the qualification) by clicking here.

• All audiences

Any person with a "classe de première" level or a "classe de seconde" level and carrying three years' professional experience in sales or customer service jobs;

- holder of a CAP/BEP/Titre Professionnel level V in sales or customer service jobs and one year's professional experience desirable.

12 people

• Fully classroom-based training

• Group lessons

• Room equipped with networked computer workstations

Interviews, remediation with the educational referent and/or the company referent during training.

Taking into account the satisfaction of beneficiaries during and at the end of training.

For beneficiaries with disabilities: possible adaptation of training and certification methods, support by the GRETA-CFA TH referent.

EN-certified teachers, Bac +3 trainers with significant experience in adult education, professional lecturers

Tests at the end of training (One-off assessment)

Insertion into employment either:

- in a company which itself has a remote "customer" relations department, either in inbound calls (after-sales service and sales of services), or outbound calls (sales prospecting in a marketing department).

- or in a company , service provider for other client companies (call platform)

Continuation of studies towards a level 5: BTS or DUT in the "Customer" relations fields.

Access for people with disabilities

Transport

Métro line 2 : Bougainville station
Bus line B2 : St Louis Susini station
On foot 6 min

- learning activities based as closely as possible on the conditions in which the profession is practised.

- a personalised pathway at the heart of a group learning system.

- validation throughout the support pathway based on and programmed according to each individual's progress.

- preparation for the final vocational placement test thanks to numerous vocational micro- or macro-simulations.

Success rate: to be completed