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    Technical Support Representative - Leeds, United Kingdom - solera

    solera
    solera Leeds, United Kingdom

    1 week ago

    Default job background
    Full time
    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
    Solera customers respect and value our products and services. With a wide variety of solutions available, from websites to applications to integrated data systems, they may need help or support with their packages. This includes but is not limited to software handling, service requests, product updates, service interruptions, etc.

    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.

    We need people who are passionate about delivering high quality claims management through a variety of interactions including email, phone, chat, etc. A good communicator able to question and listen effectively, you will follow a claims process efficiently to help customers cover losses caused by data inaccuracies.

    This role is also responsible for complaints and GDPR data request management. Attention to detail and commitment to quality is vital for this role, ensuring that interactions are documented and decisions explained.

    What You'll Do

  • Conduct a thorough evaluation and assessment of customer claims under the terms and conditions of their warranty/guarantee, supporting them through the process taking each claim to resolution.
  • Work with the wider business giving insight to newly development trends of cases as well as poor/late methods of updating records from our data providers.
  • 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.
  • Monitor the status of claims and claim types to highlight risk management and loss control issues.
  • Negotiate settlement fees with the customer according to agreed parameters.
  • Proactively manage both the GDPR and MIAFTR inboxes acting as support for both
  • Investigate and correct vehicle asset information supporting the data query teams detailing any areas of improvement and following them through to resolution.
  • 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 centre.
  • Experience of working in a claims capacity is highly advantageous.
  • Experience of CRM and telephony systems beneficial (preferably Salesforce Service Cloud and NICE CXOne).
  • Inquisitive and confident problem solver.
  • Attention to detail including application of product terms and conditions.
  • Automotive or insurance experience is valued.
  • Very strong verbal and written communications with an assertive and professional style.
  • 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.
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