Job description 10/05/2023

ADVISOR

1 Mission
The advisor manages customer relationships for clients. He/she has to meet the productivity and quality standards
defined between Webhelp and the client. This management can be conducted through different channels (phone, email,
letters, chat…) and in several languages.

2 Main activities
2 - 1 Customer contact management
• Manage customer contacts regarding a product or a service based on 2 large kinds of activities: customer service
oriented and commercial oriented.
According to the needs of the company and his/her profile, he/she can be appointed to those kinds of activity:
a- Customer service orientation: customer relationship management.
• Analyze the customer's demands and expectations and meet them according to their needs and situation (order,
information, complaint, assistance,…) by mobilizing specific knowledge (e.g. : bank, telephony, publics services…)
• Handle the customer's demands and complaints according to a specific procedure
• Direct the customer towards appropriate services if necessary
• Ensure the follow-up of contacts and customer files (data input, contact report...)
• Realize additional sales (according to the project)
b- Commercial orientation: prospection and sales
• Understand the technical specificities, the argumentation and product advantages
• Consult clients or prospects on suggested products and/or services
• Sell products and/or services in the respect of existing regulation
• Follow up on contacts and customer files (data input, contact report...) through databases

2 - 2 Contribute to achieving Webhelp objectives

• Achieve qualitative and quantitative objectives defined by the hierarchy
• Master the business knowledge, tools and client procedures
• Alert his/her hierarchy in case of a dysfunction
• Make suggestions and give feedback
• Respect confidentiality requirements, IT security and internal regulations
• Respect quality standards (ISO, NF345, LRS)

2 - 3 Additional activities (If necessary, the customer advisor can be in charge of

additional missions)
• Assist the team leader
• Coach fellow advisors
• Assist new employees

3 Attachments (according to the project and the perimeter)

• Team Leader
 Job description 10/05/2023

ADVISOR

4 Possible evolutions / career path

• Team Leader
• Business trainer
• Flow officer
• Business expert
 Job description 10/05/2023

ADVISOR

5 Required competencies
5 - 1 Generic Competencies
Demonstrate rigour and reliability Be reliable, on time and meet deadlines. Be rigorous in reasoning (2)
and tasks. Intermediary

Convince Analyze the interlocutor's needs and adapt the argumentation in (2)
consequence. Provide facts to support ideas. Intermediary

Communicate Communicate basic information in a professional manner by being (1) Notions

open, friendly and transparent.
Listening Skills Establish trustfull and lasting relationships. Understand how (3) Mastery
motivations and values influence behaviors. Understand other
people's point of view.
Demonstrate emotional Interact easily with others. Be attentive to their needs, requests, (1) Notions
intelligence feelings and act accordingly to construct trusting relationships.
Writing skills Write simple texts related to business activity. Know basic grammar (1) Notions
and spelling.
Analytical Skills Handle large amounts of information by separating the various (2)
components. Identify the key elements and convey appropriate Intermediary
solutions.
Adapt / be flexible in face of Accept and manage change calmly. (1) Notions
change
Manage difficult situations Stay strong in a difficult situation. Commit to channeling emotions (1) Notions
and coping with stress by seeking support and advice from leaders.
Oral expression Understand and speak clearly and in a detailed manner. Master the (2)
technical and / or specific vocabulary. Intermediary

5 - 2 Specific Competencies
Customer focus
Conduct an interview
Meet expressed requests or needs by providing a fast and effective (2)
response. Identify critical situations and report back to the Intermediary
management
Conduct an interview and meet customer demands. Redirect if (2)
necessary towards the adapted service. Show directivity to attain Intermediary
objectives within expected time limits.