Product Support Representative - Leeds, United Kingdom - Solera

Solera

Verified Company

Leeds, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Who We Are

Solera

is a global leader in risk and asset management data and software solutions, empowering companies across the automotive and insurance ecosystem with trusted solutions that adhere to the highest standards of data privacy, security, and integrity to support connectivity across the vehicle and property value chain.

Solera's solutions bring together customers, insurers, and suppliers, empowering smarter decision-making through service, software, enriched data, proprietary algorithms, and

machine learning

that deliver insight and ensure customers' vehicles and property are optimally maintained and expertly repaired.

The company is active in over 90 countries across six continents, processing more than 300 million digital transactions annually for over 235,000 customers and partners.

By drawing on the market-leading solution capabilities and business process best practices from its technologies around the world, Solera provides unsurpassed scale and strength with superior performance while delivering innovation to move the industry forward.

The Role

As part of the Solera family, we have a mission to be the most innovative, accurate and comprehensive supplier of and setting the global standard in automotive data to all of our customers.

Drawing on a long history of knowledge and industry relationships as trusted partners at every stage of the vehicle lifecycle, our quality data empowers intelligent decision making in a multi-platform world.

This role is crucial to our customers and is targeted on finding the right solutions to first level product support problems at the first point of contact while delivering high quality customer service using modern Customer Relationship Management (CRM) and telephony technology.

What You'll Do

Deliver professional and efficient customer service while performing to agreed Service Level Agreement (SLA) and Key Performance Indicator (KPI) targets
Communicate clearly and effectively both internally and externally
Accurately record all customer contact and outcomes within designated software
Escalate calls or cases in a timely and appropriate manner in line with SLA's in place, documenting enhancements to drive continuous improvements
At all times adhere to the working processes and procedures for the department and of Solera
Contribute to and maintain knowledge base articles and documents
Take responsibility for all duties relating to compliance procedures, especially data security