Customer advisor is the term used in the collective labor agreement for facility contact centers (for the year 2024) to describe the function of customer contact employee of agent is designated. According to the relevant collective labor agreement, this position is available at three levels:
Level 1 is for employees who start within the position. They have no or less than 12 months of experience, need training and (intensive) guidance and are on the learning curve when it comes to basic skills for the position.
Level 2 relates to employees who do have relevant experience for the position. This employee has at least 12 months of relevant experience; performs above the standard (for the frameworks, see the collective labor agreement text); and has demonstrably developed on the stated side competences (personal, professional and behavioral competencies, KPIs) that contribute to the growth/performance of the team and the organization. There is also still room for further growth and development and/or deepening/expansion of activities or responsibilities.
Level 3 is appropriate if an employee is fully professionally mature in the position and has demonstrably shown further growth and development (e.g. through expansion or deepening of activities or responsibilities) and thus consistently makes a positive contribution to the performance of the team. This employee has at least 24 months or more of relevant experience and performs above the standard.
See also Agent