#TRSD2611020AProfessional Certificate for Remote Customer Relations Advisers
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This measure defines the official professional certificate for remote customer relations advisers in France. It describes the job profile, skill level, and expected duties for people who handle customer or user interactions through phone, digital, and other remote communication channels. The certificate focuses on practical customer-service and sales skills, including responding to requests, handling complaints, offering tailored products or services, using customer relationship tools, respecting GDPR rules, and adapting communication for people with disabilities or digital access difficulties. Training providers, employers, contact centers, and candidates for this qualification are the main groups affected.
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Key Changes
- Defines the official job profile and level for the remote customer relations adviser professional certificate
- Sets expectations for customer service, complaint handling, sales support, CRM tool use, and GDPR compliance
- Adds emphasis on inclusive service and adapted communication for people with disabilities or digital difficulties
Obligations
What this law requires
Remote customer relations advisers must perform their work in compliance with applicable regulations and with the procedures of the contact center or client company.
Remote customer relations advisers must use customer relationship management and communication tools while respecting GDPR requirements for client and user personal data.
Remote customer relations advisers must adapt their communication when a client or user has difficulty communicating orally, communicating in writing, or using digital tools.
During commercial exchanges, remote customer relations advisers must take account of the specific needs of prospective clients with disabilities and propose suitable solutions.
Remote customer relations advisers must provide a personalized greeting through the communication channel chosen by the client or user, using a tone appropriate to that channel and consistent with the contact center or client company charter.