Customer Experience Expert (US Hours)

Customer Experience Expert (US Hours)Other
Stellenbosch - Western Cape - South Africa, Cape Town - Western Cape - South Africa

ENVIRONMENT:

Our client is dedicated to supporting cyclists and safeguarding the gear that powers their adventures. They are seeking a dynamic individual with a genuine passion for cycling, outstanding customer service skills, and strong technical knowledge of bicycles. The role involves managing bicycle insurance claims, assisting customers throughout their journey, and contributing to sales and retention goals. This position offers a unique opportunity to work in a fast-paced, collaborative environment in the heart of Stellenbosch, while playing a key role in expanding their global bicycle insurance business.

DUTIES:

Core Responsibilities:

• Claims Management: Oversee the entire claims process from lodgement to settlement, ensuring claims align with policy guidelines and industry regulations. Assess and validate claims accurately, preventing and identifying fraudulent claims with the support of provided training and tools.
• Sales & Retention: Engage with customers to understand their insurance needs, provide expert guidance, and drive sales by following up on quotes. Proactively work on retention by addressing concerns and reviewing existing policies.
• Customer Support & Guidance: Handle inbound inquiries (calls, emails, LiveChat) empathetically and professionally, providing clear instructions and assistance. Communicate next steps clearly and resolve disputes or complaints promptly.

Secondary Responsibilities:

• Team Collaboration: Work with the team to achieve sales, claims and service targets and maintain exceptional customer satisfaction.
• Task Management: Ensure all communications and tasks are completed within service level agreements and maintain accurate electronic customer files.
• Additional Support: Support the team as and when required. Identify recovery opportunities and provide information to assist the Third-Party Recovery team with successful recoveries. Stay updated on industry trends, competitor offerings, and regulatory changes to continuously improve service quality.

REQUIREMENTS:

• Proven Experience: 23 years of experience in customer service or claims handling, with a proven track record of meeting or exceeding targets (references required).
• Educational Background: A school certificate is required; a 3-year degree is preferred for its emphasis on critical thinking and problem-solving.
• Bicycle Knowledge: Technical expertise in bicycles, including knowledge of components, brands, and repair assessment.
• Insurance Knowledge: Familiarity with insurance products (training provided for those with limited knowledge).

Working Hours:

• Full-time office based position with working hours of 5 pm2 am (adjusted for daylight savings in March and November).

ATTRIBUTES:

• Excellent communication, interpersonal, and problem-solving skills.
• Ambition & Growth: A desire to learn and grow within the company, coupled with strong team collaboration abilities.

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