Professional Qualification: Remote Customer Relations Adviser – RNCP42431

Upon completion of the course, holders of the Remote Customer Relations Adviser qualification will be able to:

- Welcome customers or service users remotely
- Collect data from customers or service users and identify their needs
- Provide personalised advice to customers or service users
- Manage difficult situations in remote customer relations

- Propose solutions tailored to the needs of prospective and existing customers
- Build customer loyalty to ensure the long-term sustainability of the business relationship

The training course is organised into several skill modules, allowing for step-by-step progression. It alternates between theoretical input, practical exercises and assessment sessions in order to promote practical and progressive learning. The allocation of hours across each of these modules may vary according to the participant’s needs.

Introduction to the profession and the training course: key issues, responsibilities, expectations, resources, conditions and assessment procedures

BC01 - Providing personalised customer service remotely

Welcoming the user or customer and providing them with information - Collecting the customer’s or user’s details and identifying their needs - Provide personalised advice to the client or user - Manage difficult situations in remote customer relations

BC02 - Develop business relationships remotely and contribute to their long-term sustainability 

Propose solutions tailored to the prospective client’s needs; build client loyalty to ensure the long-term sustainability of the business relationship; Handle the amicable recovery of debts

Work-based professional training placement

140 hours spread over 2 x 2 weeks

Job-search techniques

Resources, techniques, interviews and prospecting plan

Throughout the programme, learners receive personalised support with regular monitoring by the teaching team and progress reviews to tailor the learning to each individual’s needs.

The in-company placement also enables participants to develop professional skills in a real-world setting.

Skills are assessed progressively through role-plays, practical exercises, professional projects and assessments carried out throughout the course.

Our teaching methodology prioritises a practical, work-focused approach: case studies, role-plays, practical scenarios and collaborative activities enable learning in conditions that closely mirror the real-world workplace.

• Professional qualification from the Ministry of Labour Level 4

Further information on this qualification (RNCP42431, exact title of the qualification, name of the awarding body, date of registration of the certification) 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

For this professional qualification, in-training assessments (ECF) are organised throughout the course to evaluate the candidate’s progress and their mastery of professional skills.

The final examination takes place before a two-member panel comprising professionals from the sector. It comprises a professional role-play and an interview based on the professional portfolio (DP), which highlights the experience and skills developed by the candidate.

The final examination takes place within two months of the end of the training course.

The examination board validates all or part of the Professional Qualification. In the event of partial validation, the certificates of professional competence (CCP) (or competence blocks) obtained are valid for a period of 5 years.

The candidate may subsequently complete the missing blocks to obtain the Professional Qualification in its entirety.

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