📍 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

Join Sis ID, a pioneering company in digital and collaborative solutions for fighting bank transfer fraud, with a mission to secure corporate payments worldwide.
As a Customer Support Agent, you will play a crucial role in certifying bank details for clients in France and internationally, ensuring high-quality customer service and data reliability.
Collaborate with various stakeholders to prevent fraud and contribute to improving departmental processes.

📝 Enhancement Note: This role requires strong communication skills, attention to detail, and a commitment to customer satisfaction, making it an excellent entry point into the customer support field.

💻 Primary Responsibilities

Manage incoming requests and ensure client satisfaction: Respond to client inquiries, provide assistance, and maintain a high level of customer satisfaction throughout the certification process.
Certify bank details for clients: Verify and validate bank information meticulously, ensuring data accuracy and reliability while working with various parties to prevent fraud.
Contribute to departmental projects: Participate in initiatives to structure and improve the customer support department, driving continuous improvement and efficiency.

📝 Enhancement Note: This role requires strong organizational skills, adaptability, and the ability to work autonomously, as you will be responsible for managing your workload and prioritizing tasks effectively.

🎓 Skills & Qualifications

Education: A high school diploma or equivalent is required, with a preference for candidates with a bachelor's degree in a relevant field.

Experience: Previous customer support or related experience is not required, but candidates with relevant experience will be prioritized.

Required Skills:

Fluent in French and English, both written and spoken
Strong communication skills, with the ability to explain complex information clearly and concisely
Autonomous, persistent, and well-organized
Proficient in computer tools and software
Integrity and enthusiasm

Preferred Skills:

Proficiency in additional languages
Experience with customer support software or CRM tools
Knowledge of banking processes and regulations

📝 Enhancement Note: While previous customer support experience is not required, candidates with relevant experience or transferable skills will have a competitive advantage in this role.

📊 Web Portfolio & Project Requirements (N/A for this role)

Portfolio Essentials: Not applicable for this role.

Technical Documentation: Not applicable for this role.

💵 Compensation & Benefits

Salary Range: €1,800 - €2,000 per month (gross)

Benefits:

Tickets-Restaurants at €9 per day, 60% covered by the employer
50% reimbursement of public transportation costs
6 additional days of vacation per year
Vacation bonus according to SYNTEC convention

Working Hours: 40 hours per week, with a flexible schedule to accommodate client needs.

📝 Enhancement Note: The salary range provided is based on market research for entry-level customer support roles in Lyon, France. The benefits package is competitive and designed to support work-life balance and employee well-being.

🎯 Team & Company Context

🏢 Company Culture

Industry: Sis ID operates in the financial technology sector, focusing on digital and collaborative solutions for fighting bank transfer fraud.

Company Size: Sis ID has approximately 75 employees, providing a dynamic and collaborative work environment.

Founded: Sis ID was founded in 2016 by 13 financial directors and treasurers from the CAC 40.

Team Structure:

Customer Support team, consisting of agents and a manager
Collaborative and cross-functional work environment, with close ties to other departments such as sales, marketing, and product development

Development Methodology:

Agile and customer-centric approach, with a focus on continuous improvement and innovation
Regular team meetings and one-on-one sessions to ensure open communication and professional development

Company Website: Sis ID Website

📝 Enhancement Note: Sis ID's company culture emphasizes collaboration, innovation, and customer satisfaction, making it an attractive environment for customer support professionals seeking to grow and develop their skills.

📈 Career & Growth Analysis

Customer Support Career Level: This role is an entry-level position in the customer support field, with opportunities for growth and advancement within the department and the company.

Reporting Structure: The Customer Support Agent will report directly to the Customer Support Manager and work closely with other team members and stakeholders.

Technical Impact: This role has a direct impact on customer satisfaction, data reliability, and fraud prevention, contributing to Sis ID's overall mission to secure corporate payments worldwide.

Growth Opportunities:

Career progression: With strong performance and demonstrated skills, Customer Support Agents may advance to senior roles within the department or explore opportunities in other areas of the business, such as sales or product development.
Technical skill development: Sis ID encourages continuous learning and professional development, providing opportunities for employees to expand their skills and knowledge through training, workshops, and mentorship programs.
Leadership potential: As the department grows, there may be opportunities for Customer Support Agents to take on leadership roles, managing teams and driving strategic initiatives.

📝 Enhancement Note: Sis ID's career growth opportunities are tailored to the individual's skills, performance, and aspirations, with a focus on fostering a culture of continuous learning and development.

🌐 Work Environment

Office Type: Sis ID's headquarters are located in the heart of Lyon, providing a vibrant and dynamic work environment with easy access to public transportation and amenities.

Office Location(s): Sis ID's main office is in Lyon, with potential opportunities for remote work or flexible hours depending on the role and team needs.

Workspace Context:

Collaborative workspace with open-plan offices and dedicated team areas
Modern equipment and tools to support productivity and efficiency
Regular team-building activities and social events to foster a strong company culture

Work Schedule: The work schedule is typically 40 hours per week, with flexibility to accommodate client needs and departmental priorities.

📝 Enhancement Note: Sis ID's work environment is designed to support collaboration, productivity, and work-life balance, with a focus on creating a positive and engaging atmosphere for employees.

📄 Application & Technical Interview Process

Interview Process:

Initial exchange with Justine MARC and/or Eva CURTIL, Human Resources Assistant
Second exchange with Mathieu Tirard, Customer Support Manager, and Drenushe MUZACI, Customer Support Agent, followed by a spelling test

Portfolio Review Tips: Not applicable for this role.

Technical Challenge Preparation: Not applicable for this role.

ATS Keywords: Customer Support, Communication, French, English, Banking, Fraud Prevention, Customer Satisfaction, Data Reliability, Teamwork, Collaboration, Problem-Solving, Adaptability, Organization, Computer Tools, Customer Support Software, CRM

📝 Enhancement Note: The interview process for this role is designed to assess the candidate's communication skills, cultural fit, and ability to thrive in a dynamic and collaborative work environment.

🛠 Technology Stack & Web Infrastructure (N/A for this role)

Frontend Technologies: Not applicable for this role.

Backend & Server Technologies: Not applicable for this role.

Development & DevOps Tools: Not applicable for this role.

📝 Enhancement Note: As this role is focused on customer support rather than web development or server administration, there are no relevant technology stacks or infrastructure requirements to consider.

👥 Team Culture & Values

Customer Support Values:

Integrity and professionalism in all interactions with clients and stakeholders
Clear and concise communication, both written and verbal
Active listening and empathy to understand and address client needs
Proactivity and initiative in identifying and resolving issues
Collaboration and teamwork to ensure high-quality customer service and data reliability

Collaboration Style:

Cross-functional collaboration with various departments, including sales, marketing, and product development
Regular team meetings and one-on-one sessions to foster open communication and professional development
A supportive and inclusive work environment that encourages diversity and innovation

📝 Enhancement Note: Sis ID's customer support values emphasize integrity, professionalism, and collaboration, creating a strong foundation for customer satisfaction and data reliability.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Managing a high volume of incoming requests and ensuring client satisfaction throughout the certification process
Verifying and validating bank information meticulously to ensure data accuracy and reliability
Collaborating with various stakeholders to prevent fraud and contribute to departmental improvement initiatives

Learning & Development Opportunities:

Career progression: With strong performance and demonstrated skills, Customer Support Agents may advance to senior roles within the department or explore opportunities in other areas of the business, such as sales or product development.
Technical skill development: Sis ID encourages continuous learning and professional development, providing opportunities for employees to expand their skills and knowledge through training, workshops, and mentorship programs.
Leadership potential: As the department grows, there may be opportunities for Customer Support Agents to take on leadership roles, managing teams and driving strategic initiatives.

📝 Enhancement Note: Sis ID's technical challenges and growth opportunities are designed to foster a culture of continuous learning, development, and innovation, with a focus on creating a positive and engaging work environment for employees.

💡 Interview Preparation

Technical Questions:

Communication and language skills: Be prepared to demonstrate your proficiency in French and English, both written and verbal, with a focus on clear and concise communication.
Customer support experience: While not required, candidates with relevant experience may be asked to discuss their previous roles and the challenges they have faced.
Problem-solving and adaptability: Be prepared to discuss your approach to problem-solving and your ability to adapt to new situations and challenges.

Company & Culture Questions:

Company knowledge: Research Sis ID's mission, values, and products to demonstrate your understanding of the business and your enthusiasm for the role.
Team fit: Be prepared to discuss your approach to teamwork and collaboration, and how you would contribute to Sis ID's positive and inclusive work environment.

Portfolio Presentation Strategy: Not applicable for this role.

📝 Enhancement Note: The interview process for this role is designed to assess the candidate's communication skills, cultural fit, and ability to thrive in a dynamic and collaborative work environment, with a focus on customer support and data reliability.

📌 Application Steps

To apply for this Customer Support Agent position:

Submit your application through the provided link.
Prepare for the spelling test by reviewing your French and English language skills.
Research Sis ID's company culture, values, and products to demonstrate your understanding and enthusiasm for the role.
Prepare for the interview by reflecting on your communication skills, problem-solving approach, and teamwork philosophy.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and customer support 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