UK Customer Service Consultant

Merand Recruitment; Stellenbosch; On-site; ZAR 200 000 - 300 000; Full time

Job summary

An established industry player is seeking a Customer Service Consultant to provide exceptional support to clients in the cycling insurance sector. In this dynamic role, you will be the first point of contact for customers, ensuring their inquiries are addressed promptly and efficiently. Your responsibilities will include assisting with policy inquiries, guiding clients through enrollment and renewals, and promoting customer satisfaction through excellent service. This role offers opportunities for professional growth and exposure to industry trends, making it an exciting opportunity for those passionate about customer care.

Benefits

Competitive monthly salary

21 days annual leave

Birthday Leave

Disability income benefit

Discount on salvaged bicycles

International exposure opportunities

Qualifications

• 2-4 years of experience in client services or customer care.
• Strong written and verbal communication skills are essential.

Responsibilities

• Assist customers via phone, email, and live chat.
• Guide customers through policy enrollment and renewals.
• Resolve customer complaints in a timely manner.

Skills

Customer Service

Communication Skills

Problem Solving

Critical Thinking

Client Retention

Education

Senior Matric Certificate

Relevant Qualifications

Job description

Our client is a leading provider of tailored cycling insurance, offering riders customizable coverage for accessories, racing events, and extra wheelsets. They collaborate with top industry names such as Strava, GCN, Hubtiger, and Project 529, as well as major UK bicycle chains.

As a Customer Service Consultant, you’ll be the first point of contact, ensuring every customer receives top-tier service with efficiency and care. Your role will focus on assisting customers promptly, resolving inquiries, and delivering a seamless experience. Acting as a vital link between customers and the sales and claims teams, you’ll ensure all communication is accurately recorded and managed on the appropriate platforms. If you thrive in a fast-paced environment and are passionate about providing exceptional service, this role is for you!

Key Responsibilities :

1. Provide Support Across Multiple Channels : Assist customers via phone, email, live chat, and other communication channels, ensuring consistent and responsive service across all touchpoints.
2. Assist Customers with Policy Inquiries : Address customer inquiries related to insurance policies, coverage details, premiums, and any other relevant information.
3. Policy Enrollment and Renewals : Guide customers through the process of enrolling in new insurance policies and renewing existing ones.
4. Billing and Payment Support : Assist customers with billing inquiries, payment processing, and resolving issues related to premiums, invoices, or payment methods.
5. Resolve Complaints and Issues : Address customer complaints or concerns in a timely and professional manner.
6. Promote Customer Satisfaction : Strive to ensure a positive customer experience at all times by delivering excellent service, actively listening to customer feedback, and going above and beyond to meet customer needs.
7. Educate Customers : Educate customers about various aspects of bicycle insurance to help them make informed decisions.
8. Cross-Sell and Upsell Opportunities : Identify opportunities to cross-sell or upsell additional insurance products.
9. Collaborate with Other Departments : Coordinate with claims processing, underwriting, and sales teams to ensure a seamless customer experience.
10. Continuous Improvement : Participate in training programs, workshops, and ongoing learning opportunities to enhance product knowledge, customer service skills, and overall performance.

Minimum Qualifications :

• Senior Matric Certificate or equivalent; additional relevant qualifications are advantageous.
• 2-4 years of experience in client services, customer care, or related fields.
• Familiarity with the industry is beneficial.
• Strong written and verbal communication skills are essential.
• Strong problem-solving, critical thinking, and decision-making skills.
• Ability to understand customer needs and provide exceptional service for client satisfaction and retention.
• Ability to explain complex concepts clearly and understandably.
• High standard of written (emails, reports) and verbal communication.
• Proactive in identifying opportunities to upsell or cross-sell products or services.
• Ability to stay updated with industry trends, technological advancements, and best practices in client services.

Working hours :

Varied between 09h00 – 19h00 (UK Summer Period) Monday to Friday

Varied between 09h00 – 20h00 (UK Winter Period) Monday to Friday

Remuneration & Benefits :

• Competitive monthly salary depending on experience.
• Generous annual leave entitlement of 21 days, plus an additional day of Birthday Leave.
• Disability income benefit.
• Discount on salvaged bicycles, exclusive to our team members.
• Opportunity for international exposure, opening doors to diverse experiences and growth opportunities.
• Only shortlisted candidates will be contacted.