Customer Experience Expert (US)

Overview

Customer Experience Expert (US)

My client is seeking a dynamic Customer Experience Expert with a genuine passion for cycling, exceptional customer service skills, and strong technical knowledge of bicycles. In this role, you’ll manage insurance claims, support customers through their journey, and contribute to sales and retention goals. Based in Stellenbosch, this is a unique opportunity to thrive in a fast-paced, collaborative environment while playing a key role in growing a global bicycle insurance business.

Key Responsibilities

Core Responsibilities

• Claims Management : Manage the full claims process from lodgement to settlement, ensuring compliance with policy guidelines and industry standards. Assess claims accurately and prevent fraud with training and tools provided.
• Sales & Retention : Engage with customers to understand their needs, provide expert guidance, follow up on quotes, and proactively strengthen retention by addressing concerns and reviewing policies.
• Customer Support : Handle inbound inquiries (calls, emails, LiveChat) empathetically and professionally. Provide clear guidance, communicate next steps, and resolve complaints promptly.

Secondary Responsibilities

Qualifications and Skills

Working Hours

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