Roles and missions of the telephone adviser

Teleconsultants are professionals responsible for providing remote assistance to their customers. They are an integral part of the customer service industry and are essential to customer satisfaction. The main duties and responsibilities of call center agents include:

Handle customer calls and respond to their questions and concerns;

Listen carefully to customers and try to understand their problems;

Provide information on products and services;

Explain products and services to potential customers;

Resolve customer complaints and issues, as well as disputes and disputes;

Follow procedures for settling disputes and resolving complaints;

Provide advice and solutions to customer problems;

Help customers navigate websites to find information or products;

Write and send reports on customer calls and complaints and proposed solutions;

Record and document the details of each customer interaction;

Manage the flow of incoming and outgoing calls, and manage the callback time, ensuring that the required deadlines are met;

Know and apply the policies and procedures in force at the employer;

Participate in meetings and seminars to become familiar with new products and services;

Advise customers on how to use products and services.

Salary and career development of the Teleconsultant / Teleconsultant

The salary of a Teleconsultant or Teleconsultant is very variable and depends mainly on qualifications and professional experience. In France, here are the average changes in annual gross salary according to years of experience:

0 to 2 years: between €18,000 and €22,000

2 to 5 years: between €22,000 and €26,000

5 to 10 years: between €26,000 and €33,000

10 to 15 years: between €33,000 and €42,000

More than 15 years: more than €42,000

The career development possibilities of a Teleconsultant or Teleconsultant are numerous and diverse. Here are some examples of possible jobs:

Sales manager

Customer training manager

Process Analyst

Customer Service Director

Head of customer information systems

Advantages and disadvantages of Téléconseiller / Téléconseillere


Possibility to work from home

Ability to help customers and solve their problems

Frequent salary and benefits

Opportunity to improve communication skills

Ability to work flexible hours


Work with rigid goals and quotas

Time constraints for telephone conversations

Need to use predefined scripts

Stress related to call management and customer satisfaction

Listening to customer complaints and issues

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