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About Us
Solera stands as a premier authority in risk and asset management data and software solutions, enabling organizations within the automotive and insurance sectors to utilize reliable solutions that comply with the highest standards of data privacy, security, and integrity. Our offerings facilitate connectivity throughout the vehicle and property value chain, empowering smarter decision-making through our services, software, enriched data, proprietary algorithms, and machine learning technologies. With a presence in over 90 countries and processing more than 300 million digital transactions annually for over 235,000 clients and partners, Solera leverages its extensive solution capabilities and industry best practices to deliver unparalleled scale and performance while driving innovation in the sector.
Position Overview
Our clients appreciate and trust our products and services. Given the diverse range of solutions we provide—from websites to applications and integrated data systems—customers may require assistance with their packages. This encompasses various aspects such as software management, service inquiries, product enhancements, and service disruptions.
We seek individuals who are dedicated to delivering exceptional customer service through multiple communication channels, including email, phone, and chat. As effective communicators, you will diagnose and troubleshoot customer issues, ensuring they can resume their operations promptly. Documenting solutions is vital to foster continuous improvements in our offerings.
This role is essential for our clients, focusing on identifying appropriate solutions for initial product support inquiries at the first point of contact while maintaining high-quality customer service through modern Customer Relationship Management (CRM) and telephony technologies.
Key Responsibilities
- Diagnose and resolve customer issues related to Solera software, providing expert guidance through phone, email, chat, and web channels.
- Deliver professional and efficient customer service while adhering to established Service Level Agreements (SLA) and Key Performance Indicators (KPI).
- Communicate effectively and clearly with both internal teams and external clients.
- Accurately document all customer interactions and outcomes within designated software systems.
- Escalate calls or cases promptly and appropriately in accordance with SLAs, documenting enhancements to promote continuous improvement.
- Consistently follow departmental processes and procedures.
- Contribute to and maintain knowledge base articles and documentation.
- Uphold compliance with all procedures, particularly regarding data security.
Qualifications
- A minimum of 1-2 years of experience in delivering high-quality customer service in a customer-centric environment, ideally within a contact center.
- Experience in a technical or software support role is preferred.
- Familiarity with CRM and telephony systems is advantageous (preferably Salesforce Service Cloud and Genesys).
- IT qualifications or a degree would be beneficial but are not mandatory.
- Strong analytical skills, a natural curiosity, and attention to detail.
- Ability to communicate effectively and build rapport with individuals at various organizational levels.
- A commitment to going above and beyond for customers and taking ownership of issue resolution.
- Proficiency in the relevant local language and a high level of English; additional language skills are a plus.
- High learning agility and the ability to apply acquired knowledge effectively.
- Experience in the automotive and/or insurance industries is beneficial but not essential.
Please note that this job description is not exhaustive and may evolve over time to meet the needs of the business.
