• Providing timely, accurate and high-quality customer service to customers, via phone and email. • Providing resolution to all general inquiries and account management information on services. • Creating a positive relationship in all customer interactions, maintaining a professional and friendly manner and ensuring customer satisfaction as a priority. • Ensuring accurate information is recorded within our customer relationship management system (SSAMS). • Performing administrative activities to support the provision of service delivery. • Achieving KPIs, agreed service levels and target Net Promoter Score (NPS). • Executing on all responsibilities in a way that is consistent with Smartgroup’s vision and values.

• You position yourself as a subject-matter and platform expert, serving as a primary point of contact for our customer base. • You are in daily contact with users to understand the issues they encounter. • Your goal is to provide an answer or solution after investigation, or to escalate the issue when necessary. • You help company accountants and accounting firms import their data into Pennylane to facilitate their migration. • You will join the Pennylane Academy and continuously train on the product. • You will respond to accounting-related requests and qualify tickets based on your understanding of accounting principles. • You will begin to handle increasingly complex customer requests. • You become a product expert to identify areas for improvement and lead projects.

• Handling support tasks with control over resolution or escalation through the ticketing process. • Analyzing customer problems, identifying root causes, and providing effective solutions to ensure customer satisfaction. • Communication, monitoring, and assistance to merchants. • Collaborating with other departments to address customer tasks and issues. • Expanding and maintaining an internal knowledge base to keep it up to date.

• Customer Service by phone, e-mail or social media for solving any incidents generated daily. • Managing and efficiently handling incoming calls and chats will be a critical aspect of this role. • Provide accurate, valid and complete information by using the right methods/tools. • Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution. • Follow communication procedures, guidelines, and policies. • Take the extra mile to engage customers. • Parallel work for the Department of Operations will be performed.