Customer Support Agent

About the role

The Customer Support Agent ensures the smooth intake, verification, and processing of customer declarations. Working with AI‑assisted extraction tools and an ERP system, the role guarantees that every file is complete, accurate, and correctly routed to the appropriate workflow.

Key responsibilities

• Receive and open customer declarations via email, ticketing tool, or authorized channels, identifying key details such as customer, reference, and geographic area.
• Verify completeness and compliance of each declaration, checking mandatory documents, legibility, and format.
• Contact customers by phone and email to obtain missing information, recording reasons for incompleteness and managing hold times.
• Determine the geographic area of each file and trigger the appropriate ERP workflow.
• Use AI extraction tools to pull data from emails and attachments, then validate the extracted data for accuracy.
• Manually complete and cross‑check ERP fields not populated by AI, ensuring correct formats for dates, amounts, country codes, and references.
• Save the final declaration in SYGRÈM 2, retrieve the unique declaration number, and forward the validated file to the controller or next process.

Required profile

• Strong attention to detail and ability to perform thorough data validation.
• Excellent written and verbal communication skills for customer interaction.
• Ability to work under tight deadlines and manage multiple files simultaneously.
• Proactive problem‑solving attitude when handling incomplete or non‑compliant files.

Required skills

• Experience with ERP systems.
• Familiarity with AI‑based data extraction tools.
• Use of ticketing or case‑management platforms.
• Basic knowledge of SYGRÈM 2 or similar declaration management software.

What we offer

• Opportunity to work with cutting‑edge AI tools in a structured environment.
• Clear career progression within a customer‑focused operation.