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    Claims Examiner - Leeds, United Kingdom - Solera, Inc.

    Solera, Inc.
    Solera, Inc. Leeds, United Kingdom

    1 week ago

    Default job background
    Description
    What You'll Do · Trouble shoot and resolve advanced issues for customers relating to Solera software providing advice and expert knowledge by phone, email, chat and web channels

    • Work closely with Product Development and Global IT to diagnose problems and deliver solutions to our customers often liaising with senior technical experts
    • 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 2-4 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 essential
    • Experience of CRM and telephony systems beneficial (preferably Salesforce Service Cloud and NICE CXOne)
    • IT qualifications/degree educated essential
    • Automotive or insurance experience is valued
    • 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
    • High learning agility and ability to apply knowledge learned

    Soft skills:

    • Empathy Phone etiquette
    • Calm Methodical
    • Used to busy environment. Resilient.
    • Communication skills
    • Ambition
    • Ability to understand technical product and T&C – six months of training needed Must have:

    Technical aspects:

    • Deal with and investigate customer claims – offer monetary contribution based on what they have with us
    • Legal knowledge – T&C – make sure customer understand these
    • Customer centricity
    • Industry knowledge
    • Diligent and keen eye for detail
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