• Kundenbetreuung: Du unterstützt unsere Kunden sowohl telefonisch als auch elektronisch bei Anwendungsfragen und technischen Problemen. Dabei sorgst Du für eine schnelle und kompetente Lösung ihrer Anliegen. • Fehlerqualifizierung: In enger Zusammenarbeit mit unseren Kunden analysierst Du eingehende Fehlermeldungen. Du qualifizierst die Probleme, findest Erstlösungen und dokumentierst diese präzise in unserem Ticketsystem (Zendesk). • Priorisierung & Klassifizierung: Du bist für die Analyse, Priorisierung und Klassifizierung der eingehenden Fehlermeldungen zuständig, um sicherzustellen, dass die dringlichsten Probleme zeitnah bearbeitet werden. • Kundendatenpflege: Du legst neue Kundendaten an, pflegst diese und kümmerst Dich um die damit verbundene Korrespondenz. Du sorgst dafür, dass alle Informationen immer auf dem neuesten Stand sind.

• Supporting customers with onboarding and information requests by communicating effectively in a professional manner • Performing Account Opening and Closing processing, including ISA Transfers • Supporting other client communication channels, like our Forum and social media • Knowledgeable about our service and able to explain that to customers in a simple but accurate way • Managing workflow queues and mailboxes • Undertaking prompt and appropriate action to address complaints • Working collaboratively with departments across the business • Ensuring that all client-service-related activities are fully in compliance with the processes and procedures for the firm's AML and KYC obligations • Understanding the regulatory requirements relating to Financial Crime, Advice, Complaints, and Treating Customers Fairly

• Deliver exceptional customer service and build positive relationships with customers. • Respond to customer inquiries across multiple channels, including phone, email, live chat, eBay, and Facebook. • Meet customer service performance standards, including satisfaction targets and service level agreements (SLAs). • Process and manage online orders, including cancellations, returns, and refunds. • Work closely with management and internal departments to resolve issues related to systems, processes, website functionality, and customer concerns. • Escalate recurring issues and provide feedback to help improve customer experience and internal processes.

• Investigate and resolve inbound customer inquiries related to DMS products and services • Guide customers through website navigation and troubleshoot technical issues • Provide timely, professional, and solution-oriented support across customer interactions • Partner with Customer Success Managers and sales teams to support post-sales customer needs • Collaborate with internal teams to resolve customer issues and improve service delivery • Log calls, cases, and support requests accurately and consistently • Maintain organized customer records and follow established support processes • Identify recurring customer issues and communicate trends to internal stakeholders • Support efforts to improve customer experience and operational efficiency