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Customer advisor
The customer advisor is the main point of contact between a company and its clients. Their role is to listen, inform, and assist consumers with their requests, whether it’s a purchase, a subscription, or after-sales service. They represent the brand’s image and play a key role in building customer loyalty.
Missions: Customer advisor
The customer advisor handles customer inquiries, complaints, and information requests via phone, email, or chat. They identify customer needs, offer suitable solutions, and ensure a positive customer experience at every interaction.
They may also take on commercial responsibilities, such as selling additional products or services, retaining existing customers, or re-engaging former clients. In some industries, they play a key role in administrative follow-up, including updating data, managing contracts, and sharing information with other internal departments.
This position requires active listening, clear communication, and strong stress management skills, especially when dealing with dissatisfied customers. The ultimate goal remains the same: ensuring customer satisfaction while complying with company procedures.
Researched profile
- Excellent interpersonal skills and a strong customer-oriented mindset
- Active listening, patience, and diplomacy in communication
- Good verbal and written communication skills, with a sense of service and guidance
- Attention to detail, responsiveness, and ability to manage stress on a daily basis
Skills and training
Customer relations and service mindset
Ability to actively listen, rephrase accurately and build a relationship of trust. A positive attitude, empathy and diplomacy are key to managing a variety of contacts, sometimes under pressure, while maintaining the brand’s image.
Mastery of tools and processes
Comfortable with CRM systems (ticket creation, history tracking, follow-up), omnichannel messaging tools (phone, email, chat), knowledge bases and scripts. Adherence to internal procedures, SLAs and rigorous traceability for every interaction.
Verbal and written communication
Clear expression, vocabulary adapted to the customer’s level and impeccable spelling. Ability to simplify technical information and craft structured, effective and personalized responses.
Organization and performance-driven mindset
Ability to prioritize tasks, plan daily activities and monitor queues. Tracking KPIs (quality, productivity, NPS/CSAT, FCR) and striving for continuous improvement without compromising the quality of customer interactions.
Problem-solving and stress management
Analytical mindset to quickly identify the cause of a dispute, propose realistic solutions and escalate to the right level when needed. Composure and assertiveness when handling difficult situations.
Product knowledge and compliance
Strong understanding of company offers, pricing, contractual terms and policies. Ethical mindset and respect for GDPR requirements, data security and industry-specific regulations (e.g. banking or insurance).
What training is required to become a customer advisor?
This profession is accessible with a high school diploma, but a two-year postsecondary degree greatly improves employability. The most relevant programs are the BTS NDRC (Customer Relations and Sales) and BTS MCO (Management and Commerce), with BTS Insurance or BTS Banking as alternatives depending on the industry. The BUT in Business Techniques and certain professional bachelor’s degrees in customer relations also provide a strong foundation, adding strategic and project management skills.
Apprenticeships and professional certifications in remote customer relations are excellent ways to develop the right skills quickly, including tool mastery, multichannel management, scripting, service quality and KPI tracking. They are often the best gateway to securing a first permanent position.
For career changers, short training programs in customer reception, conflict management, professional writing or mediation can help refresh skills. A VAE (Validation of Acquired Experience) can then be used to convert work experience into a diploma equivalent to a high school or associate degree.
What is the salary of a customer advisor?
A customer advisor’s salary varies depending on the industry, experience level and job objectives. At the start of a career, salaries range between €22,000 and €26,000 gross per year, or roughly €1,490 to €1,730 net per month. With experience, a seasoned advisor typically earns €30,000 to €34,000 gross annually, or €2,000 to €2,250 net per month.
In banking, insurance or B2B sales, performance bonuses and sales incentives can significantly increase annual income. For temporary workers, total earnings are often higher due to end-of-assignment (IFM) and paid-leave (ICCP) allowances added to the base salary.
What are the career growth opportunities?
The customer advisor role offers strong career advancement potential. After a few years, one can move into positions such as quality supervisor, team leader or senior account manager overseeing several advisors. Others transition into B2B or B2C sales, customer retention or customer success roles in tech companies.
In banking and insurance, this role can lead to positions such as financial advisor, account manager or claims handler. With additional training and experience, a customer advisor can advance to customer service manager or head of customer relations, responsible for overall strategy and client satisfaction.
Working environment of a customer advisor
Customer advisors work in dynamic, connected environments such as contact centers, after-sales departments or company offices (banks, telecom operators, e-commerce sites, energy providers, etc.). They usually work in open-plan offices equipped with computers, headsets and CRM tools to handle simultaneous phone, email or chat interactions.
Their days are structured around handling a set volume of calls or tickets, meeting satisfaction targets and tracking performance metrics. Work is generally team-based, under the supervision of a team leader or customer service manager, who ensures training and performance follow-up.
Working hours may extend beyond standard schedules, especially in companies operating across multiple time zones or with 24/7 customer support. Depending on the employer, the position may also be done partially or fully remote, provided the advisor has a quiet workspace and a stable internet connection. Despite the sometimes demanding pace, the job remains deeply human-centered, placing the customer relationship at the heart of each day.
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