Customer Support Agent – First-Level Declaration Processing

About the role

We are looking for a Customer Support Agent to manage first‑level customer declaration processing. You will receive, verify, analyse and enter customer files while ensuring all documents and ERP/SYGRÈM 2 records are accurate and complete.

Key responsibilities

• Receive and acknowledge customer emails, forms or tickets through the dedicated mailbox or ticketing tool.
• Verify mandatory documents, check legibility and classify files as complete, incomplete, non‑compliant or requiring clarification.
• Contact customers by phone or email to obtain missing information and update tracking tools.
• Identify the correct geographical area and route files to the appropriate ERP workflow.
• Use AI extraction tools to capture data, validate the output and correct any errors before entry into the ERP system.
• Manually complete missing ERP fields, ensure correct formats and country codes, and save declarations in SYGRÈM 2.
• Escalate complex or out‑of‑scope cases and report recurring issues to management.

Required profile

• High school diploma or equivalent qualification in Administration, Customer Service, Business, Communication, IT or a related field.
• 1–2 years of experience in customer service, call‑center operations, administrative support, data entry or back‑office functions.
• Ability to handle high volumes of customer requests and maintain attention to detail.

Required skills

• Proficiency with ERP systems (e.g., SYGRÈM 2).
• Experience using AI extraction tools for document processing.
• Familiarity with ticketing or email management tools.