Customer Experience Expert (US)

The Legends Agency; Stellenbosch; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A bicycle insurance company based in Stellenbosch is seeking a Customer Experience Expert to support cyclists with insurance claims and exceptional service. Ideal candidates will have 2-3 years of customer service experience and technical knowledge of bicycles. This role operates during US hours and comes with key responsibilities like managing claims and engaging with customers, offering a competitive salary and various perks.

Benefits

21 days annual leave plus Birthday Leave

Disability income benefit

Staff discounts on salvaged bicycles

Training opportunities

Qualifications

• 2 to 3 years experience in customer service or claims handling.
• Technical knowledge of bicycles and familiarity with insurance products.
• Strong communication and problem-solving skills.

Responsibilities

• Manage the full claims process ensuring accuracy.
• Engage with customers to understand needs and provide guidance.
• Handle inbound customer inquiries with empathy.

Skills

Customer service

Technical knowledge of bicycles

Communication skills

Problem-solving

Team collaboration

Education

Matric

Degree (advantageous)

Job description

About the job Customer Experience Expert (US)

Customer Experience Expert (US)

Support cyclists worldwide with insurance expertise and exceptional service. Stellenbosch | R20,000 R29,000 CTC + R2,000 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 levels from casual commuters to Ironman triathletes by 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, you'll play a key role in delivering world-class service while supporting the growth of the global business.

Key Responsibilities

• Manage the full claims process from lodgement to settlement, ensuring accuracy and compliance.
• Assess and validate claims, using training and tools to detect and prevent fraud.
• Engage with customers to understand needs, provide expert guidance, and follow up on quotes.
• Support retention by addressing concerns and reviewing existing policies.
• Handle inbound customer inquiries (calls, emails, LiveChat) with empathy and professionalism.
• Collaborate with team members to meet sales, service, and claims targets.
• Maintain accurate electronic files and ensure all tasks are completed within service standards.
• Provide information to assist the Third-Party Recovery team and stay up to date on industry trends.

About You

• 2 to 3 years experience in customer service or claims handling with proven performance.
• Matric required; a degree is advantageous.
• Technical knowledge of bicycles (components, brands, repair assessment).
• Familiarity with insurance products (training provided if needed).
• Strong communication, interpersonal, and problem-solving skills.
• Ambitious, growth-oriented, and collaborative team player.
• Own transport required; Stellenbosch-based or nearby preferred.

Perks and Benefits

• 21 days annual leave plus Birthday Leave.
• Disability income benefit.
• Staff discounts on salvaged bicycles.
• Training opportunities with clear career progression pathways.