📍 Job Overview

Job Title: Customer Support Agent - French and English (H/F)
Company: Sis ID
Location: Lyon, Auvergne-Rhône-Alpes, France
Job Type: On-site, Full-time
Category: Customer Support
Date Posted: 2025-05-28
Experience Level: Entry-level to 2 years
Remote Status: On-site

🚀 Role Summary

📝 Enhancement Note: Sis ID is a growing tech company focused on fraud prevention, making this a dynamic and impactful role in a critical business function.
The Customer Support Agent will play a pivotal role in ensuring the security of clients' payments by certifying bank details and maintaining high-quality customer relationships.
This role requires strong communication skills in both French and English, as well as attention to detail and a commitment to data integrity.
The Customer Support Agent will work closely with various teams to prevent fraud and contribute to the continuous improvement of the department.

💻 Primary Responsibilities

📝 Enhancement Note: The role involves a mix of customer interaction and data verification, requiring strong interpersonal and analytical skills.
Manage incoming requests and maintain high-quality customer relationships by responding to inquiries, providing assistance, and ensuring client satisfaction throughout the certification process.
Certify bank details for clients by verifying and validating information, ensuring data reliability, and working with stakeholders to prevent fraud.
Contribute to departmental projects by participating in process reviews, launching new ideas, and driving continuous improvement.

🎓 Skills & Qualifications

Education: A high school diploma or equivalent is required. Relevant experience or a degree in a related field would be an asset.

Experience: Proven experience in customer support or a related role is preferred, but entry-level candidates with strong communication skills and a willingness to learn are encouraged to apply.

Required Skills:

Fluency in French and English (both written and spoken)
Strong communication skills with the ability to explain complex information clearly and concisely
Autonomy, persistence, and organization to manage workload and meet deadlines
Proficiency with computer tools and a willingness to learn new software
Integrity and enthusiasm for ensuring data accuracy and maintaining high-quality customer relationships

Preferred Skills:

Fluency in an additional language (not required but considered an asset)
Experience in fraud prevention or a related field
Knowledge of the banking industry

📊 Web Portfolio & Project Requirements

📝 Enhancement Note: As this role focuses on customer support and data verification, a portfolio is not required. However, demonstrating strong communication skills and attention to detail through relevant examples or case studies can be beneficial.

💵 Compensation & Benefits

Salary Range: The salary range for this role is €1,800 to €2,000 per month, based on experience and qualifications.

Benefits:

Tickets-Restaurants at €9 per day, with 60% employer contribution
Transport Reimbursement of 50% for public transportation costs
6 additional vacation days per year
Vacation bonus according to the SYNTEC convention
Work in the heart of Lyon, a vibrant and attractive city
A friendly and welcoming team that values collaboration and good humor

🎯 Team & Company Context

🏢 Company Culture

Industry: Sis ID operates in the fintech industry, focusing on fraud prevention and payment security for businesses.

Company Size: With 75 employees, Sis ID offers a dynamic and collaborative work environment where individual contributions make a significant impact.

Founded: Sis ID was established in 2016 by 13 financial directors and treasurers from the CAC 40 companies, demonstrating a strong foundation in the finance industry.

Team Structure:

The Customer Support team consists of 10 agents, with a manager and an assistant manager overseeing their work.
The team collaborates closely with other departments, such as Sales, Marketing, and Product, to ensure client satisfaction and drive continuous improvement.

Development Methodology:

Sis ID follows Agile methodologies to manage projects and maintain a customer-centric focus.
The company emphasizes continuous learning and improvement, encouraging employees to develop new skills and contribute to process enhancements.

Company Website: Sis ID Website

📈 Career & Growth Analysis

Customer Support Agent Career Level: This role is an entry-level to intermediate position, offering opportunities for growth and development within the Customer Support department and the broader organization.

Reporting Structure: The Customer Support Agent will report directly to the Customer Support Manager, with regular interactions with the Customer Support Assistant Manager and other team members.

Technical Impact: The Customer Support Agent will play a critical role in ensuring the security of clients' payments and maintaining high-quality customer relationships, directly impacting the company's success and reputation.

Growth Opportunities:

Promotion to Senior Customer Support Agent after demonstrating exceptional performance and mastery of the role's responsibilities.
Transition to a related role within the company, such as Quality Assurance or Project Management, based on individual interests and skills.
Career progression to a management or leadership position within the Customer Support department or another function, following a track record of strong performance and successful team management.

🌐 Work Environment

Office Type: Sis ID's office is located in the heart of Lyon, offering a modern and collaborative workspace with easy access to public transportation and amenities.

Office Location(s): The main office is in Lyon, with potential opportunities for remote work or hybrid arrangements, depending on the role and individual circumstances.

Workspace Context:

Collaborative workspace with open-plan offices and dedicated team spaces for focused work.
Access to multiple monitors and testing devices to support efficient data verification and customer support.
Cross-functional collaboration with other departments, such as Sales, Marketing, and Product, to ensure client satisfaction and drive continuous improvement.

Work Schedule: The standard workweek is Monday to Friday, with a flexible schedule that may include occasional weekend or evening work to accommodate client needs.

📝 Enhancement Note: Sis ID values work-life balance and offers flexible working arrangements to support employees' personal and professional needs.

📄 Application & Technical Interview Process

Interview Process:

First contact with Justine MARC and/or Eva CURTIL, Human Resources Assistant, to discuss the role and assess initial fit.
Second interview with Mathieu Tirard, Customer Support Manager, and Drenushe MUZACI, Customer Support Agent, followed by a test of orthography.

Portfolio Review Tips: As this role focuses on customer support and data verification, a portfolio is not required. However, demonstrating strong communication skills and attention to detail through relevant examples or case studies can be beneficial.

Technical Challenge Preparation: The interview process will assess communication skills, attention to detail, and problem-solving abilities through a combination of discussions, tests, and practical exercises.

ATS Keywords: Customer Support, Bilingual Communication, Data Verification, Fraud Prevention, Autonomy, Organization, Enthusiasm, Integrity, Banking Industry, Fintech, Agile Methodologies, Continuous Learning, Customer-Centric Focus, Work-Life Balance, Flexible Working Arrangements.

🛠 Technology Stack & Web Infrastructure

📝 Enhancement Note: As this role focuses on customer support and data verification, a deep understanding of specific technologies is not required. However, proficiency with common computer tools and a willingness to learn new software are essential.

👥 Team Culture & Values

Customer Support Values:

Integrity in maintaining data accuracy and ensuring client satisfaction.
Clear and concise communication to explain complex information and address client inquiries effectively.
Attention to detail to verify and validate information accurately and efficiently.
Collaboration with other departments to prevent fraud and drive continuous improvement.
Enthusiasm for ensuring high-quality customer relationships and contributing to the company's success.

Collaboration Style:

Cross-functional integration with other departments, such as Sales, Marketing, and Product, to ensure client satisfaction and drive continuous improvement.
Code review culture and peer support to maintain high-quality data verification and customer support.
Knowledge sharing and technical mentoring to foster a culture of learning and development.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Managing high volumes of incoming requests efficiently and effectively, ensuring client satisfaction and data accuracy.
Adapting to new processes and tools as the company grows and evolves, demonstrating flexibility and a willingness to learn.
Identifying and preventing fraud by staying up-to-date with industry trends and best practices, and collaborating with stakeholders to mitigate risks.

Learning & Development Opportunities:

Developing expertise in fraud prevention and data verification techniques through on-the-job training and collaboration with experienced team members.
Expanding language skills by working with clients from diverse backgrounds and communicating in multiple languages.
Gaining experience in project management and process improvement by contributing to departmental projects and driving continuous improvement.

💡 Interview Preparation

Technical Questions:

Communication skills assessment through role-play scenarios, case studies, and practical exercises.
Attention to detail evaluation through data verification tasks and problem-solving challenges.
Problem-solving and analytical thinking assessment through hypothetical scenarios and real-world case studies.

Company & Culture Questions:

Understanding of Sis ID's mission and values and how the Customer Support Agent role contributes to the company's success.
Experience with customer support or a related role and the ability to provide specific examples of successful client interactions and problem-solving strategies.
Adaptability and flexibility in managing high volumes of incoming requests and adapting to new processes and tools.

Portfolio Presentation Strategy: As this role focuses on customer support and data verification, a portfolio is not required. However, demonstrating strong communication skills and attention to detail through relevant examples or case studies can be beneficial.

📌 Application Steps

To apply for this Customer Support Agent - French and English (H/F) position:

Submit your application through the application link provided.
Prepare for the interview process by familiarizing yourself with Sis ID's mission, values, and customer support best practices.
Demonstrate strong communication skills and attention to detail through relevant examples or case studies, if applicable.
Research Sis ID and the fintech industry to show your interest and enthusiasm for the role and the company.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Customer Support Agent - French and English H/F