Claims Customer Experience Expert (US Hours) (Stellenbosch) Bicycle knowledge essential

DataFin; Stellenbosch; On-site; ZAR 200,000 - 300,000; Full time

Job summary

A leading insurance innovator based in Stellenbosch is seeking a Customer Experience Expert. You will manage claims processes, engage with customers to provide tailored insurance solutions, and support overall team goals. The ideal candidate has 2–3 years of relevant experience and a passion for customer service in the bicycle security sector. Own transport is required, and a technical understanding of bicycles is a plus.

Qualifications

• 2–3 years of experience in customer service or claims handling.
• Proven track record of meeting or exceeding targets.
• Technical expertise in bicycles, including knowledge of components.

Responsibilities

• Oversee the entire claims process from lodgment to settlement.
• Engage with customers to understand their insurance needs.
• Handle inbound inquiries empathetically and professionally.

Skills

Excellent communication

Interpersonal skills

Problem-solving skills

Education

School certificate

3-year degree preferred

Job description

Overview

Our client, a company focused on revolutionizing bicycle security, is seeking an energetic and customer-focused Customer Experience Expert to join their team. Based in Stellenbosch and engaging with US clients, this role offers a unique opportunity to gain exposure to the insurance industry while delivering exceptional service. You will be responsible for efficiently handling customer service tasks, always prioritizing the customer experience. Acting as a key liaison between customers and the sales and claims teams, you will ensure all communication is accurately recorded and managed across the appropriate platforms.

Duties

• Claims Management: Oversee the entire claims process from lodgment 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: 2–3 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).
• Location & Transport: Own transport is required; candidates residing in Stellenbosch or nearby areas are preferred.

Attributes

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