Product Support Representative - Leeds, United Kingdom - Solera

Solera

Verified Company

Leeds, United Kingdom

1 week 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, cap hpi have a mission to be the most innovative, accurate and comprehensive supplier of automotive data.

Drawing on a long history of knowledge and industry relationships as trusted partners at every stage of the vehicle lifecycle, our quality data solutions empower intelligent decision making in the automotive industry.

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

What You'll Bring

At least 12 years' experience and a track record of delivering high quality customer service in a customer focused environment, preferably a contact centre
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