Customer Experience Expert
Customer Experience Expert
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
Customer Experience Expert (US)
Support cyclists worldwide with insurance expertise and exceptional service
Stellenbosch R20000 R29000 CTC R2000 night shift allowance 5 pm 2 am (US hours)
About Our Client
Our client is a global leader in comprehensive bicycle insurance protecting riders and their gear across Australia New Zealand the United Kingdom and the United States. They are passionate about supporting cyclists of all levelsfrom casual commuters to Ironman triathletesby ensuring peace of mind through reliable insurance solutions. Based in Stellenbosch the company combines a love of cycling with innovation growth and a customer-first approach.
The Role: Customer Experience Expert (US)
This role is ideal for a cycling enthusiast with strong customer service skills and technical bicycle knowledge. You will manage insurance claims guide customers through their journey and contribute to sales and retention goals. Operating during US business hours youll play a key role in delivering world-class service while supporting the growth of the global business.
Key Responsibilities
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Manage the full claims process from lodgement to settlement ensuring accuracy and compliance.
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Assess and validate claims using training and tools to detect and prevent fraud.
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Engage with customers to understand needs provide expert guidance and follow up on quotes.
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Support retention by addressing concerns and reviewing existing policies.
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Handle inbound customer inquiries (calls emails LiveChat) with empathy and professionalism.
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Collaborate with team members to meet sales service and claims targets.
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Maintain accurate electronic files and ensure all tasks are completed within service standards.
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Provide information to assist the Third-Party Recovery team and stay up to date on industry trends.
About You
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2 to 3 years experience in customer service or claims handling with proven performance.
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Matric required; a degree is advantageous.
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Technical knowledge of bicycles (components brands repair assessment).
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Familiarity with insurance products (training provided if needed).
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Strong communication interpersonal and problem-solving skills.
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Ambitious growth-oriented and collaborative team player.
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Own transport required; Stellenbosch-based or nearby preferred.
Perks and Benefits
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21 days annual leave plus Birthday Leave.
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Disability income benefit.
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Staff discounts on salvaged bicycles.
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Training opportunities with clear career progression pathways.
Employment Type
Full Time
