Product Support Representative - Leeds, United Kingdom - Solera

Solera

Verified Company

Leeds, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Role Description- 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 SLAs 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

Key Competencies and Experience

At least 12 years' experience and a track record of delivering high quality customer service in a customer focused environment, preferably a contact center
Experience of working in a technical or software support capacity would be ideal
Experience of CRM and telephony systems beneficial (preferably Salesforce Service Cloud and Genesys)
IT qualifications/degree educated would be an advantage but are not essential
Analytical and naturally inquisitive with good questioning skills and good attention to detail
Able to communicate well and build rapport with people at various levels of a business
A desire to go the extra mile for customers and take personal responsibility for resolving issues
Fluent language skills in the relevant location and a high level of English. Additional language is a plus
Automotive and/or insurance experience is beneficial but not essential