Société : solera Lieu : Brussels Brussels Site source : Talent BE
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 RoleSolera 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.We needpeople who are passionate about delivering high qualitytechnicalsupport and customer service through a variety of interactionsincluding email, phone, chat, etc.
Agood communicator able to question and listen effectively you will trouble shoot and diagnose the customer’s issues to help them get back to business as soon as possibleand will document the solutions to ensure continuous improvements for our products. This role is crucial to our customers and is targeted on finding the right solutions to complex,second level product support problems whiledelivering high quality customer serviceusing modern Customer Relationship Management (CRM) and telephony technology.What You’ll DoTrouble shoot and resolve advanced issues for customers relating to Solera software providing advice and expert knowledge by phone, email, chat and web channelsWork closely with Product Development and Global IT to diagnose problems and deliver solutions to our customers often liaising with senior technical expertsDeliver professional and efficient customer service while performing to agreed Service Level Agreement (SLA) and Key Performance Indicator (KPI) targetsCommunicate clearly and effectively both internally and externallyAccurately record all customer contact and outcomes within designated softwareEscalate calls or cases in a timely and appropriate manner in line with SLA’s in place, documenting enhancements to drive continuous improvementsAt all times adhere to the working processes and procedures for the department and of SoleraContribute to and maintain knowledge base articles and documentsTake responsibility for all duties relating to compliance procedures, especially data securityWhat You’ll BringAt least 2-4 years’ experience and a track record of delivering high quality customer service in a customer focused environment, preferably a contact centerExperience of working in a technical or software support capacityessentialFluent in Dutch (Flemish), French and EnglishExperience of CRM and telephony systems beneficial (preferably Salesforce Service Cloud and Genesys)IT qualifications/degree educated essentialAutomotive or insurance experience is valuedAnalytical and naturally inquisitive with good questioning skills and good attention to detailAble to communicate well and build rapport with people at various levels of a businessA desire to go the extra mile for customers and take personal responsibility for resolving issuesHigh learning agility and ability to apply knowledge learned solera BrusselsBrussels
