USA Customer Experience Expert

Merand Recruitment; Stellenbosch; On-site; ZAR 200,000 - 350,000; Full time

Job summary

A dynamic recruitment firm is looking for a Customer Experience Expert in Stellenbosch to support cyclists by managing insurance claims and enhancing customer satisfaction. The ideal candidate will have 2-3 years of relevant customer service experience, strong communication skills, and a school certificate; a degree is preferred. This role includes responsibilities in claims management and customer support, with in-depth training in relevant processes offered. Join a passionate team that's making a difference globally while based locally in the beautiful Stellenbosch region.

Benefits

In-depth training in insurance and sales

Supportive leadership

Collaborative workplace

Qualifications

• 2–3 years in customer service or claims experience required.
• Excellent communication skills with a track record in problem-solving.
• Familiarity with the insurance industry is helpful.

Responsibilities

• Handle the full lifecycle of customer claims from lodgement to resolution.
• Guide customers through policy options and take proactive steps for retention.
• Deliver timely, professional support via calls, emails, and LiveChat.

Skills

Customer service experience

Problem-solving ability

Communication skills

Team mindset

Eagerness to learn

Education

School certificate

3-year degree preferred

Job description

Are you a sport / fitness enthusiast with a knack for providing outstanding customer service? Do you have the ambition to grow within a dynamic, international team?

We’re looking for a Customer Experience Expert to support cyclists across the United States by managing insurance claims, assisting customers through every step of their journey, and contributing to our sales and retention efforts.

This is an exciting opportunity to join a growing global team in the heart of Stellenbosch, where your passion for customer care can truly shine.

Key Responsibilities

Core Responsibilities :

• Claims Management : Handle the full lifecycle of customer claims—from lodgement to resolution. Use training and tools to ensure accuracy and detect fraudulent activity.
• Sales & Retention : Guide customers through policy options, follow up on quotes, and take proactive steps to retain existing policyholders.
• Customer Support : Deliver timely, professional support via calls, emails, and LiveChat. Clearly communicate next steps and resolve disputes with empathy.

Secondary Responsibilities :

• Team Collaboration : Contribute to shared goals across sales, claims, and customer service.
• Task Management : Maintain organized and accurate digital records while meeting service level agreements.
• Additional Support : Assist with third-party recoveries and stay informed on trends, competitors, and regulatory updates.

What You’ll Bring

• Experience : 2–3 years in customer service or claims, with a proven track record (references required).
• Education : School certificate required; 3-year degree preferred for its emphasis on critical thinking.
• Insurance Familiarity : Prior exposure to insurance is helpful (training provided if needed).
• People Skills : Excellent communicator with strong problem-solving ability and a team mindset.
• Drive : Eagerness to learn, grow, and contribute in a fast-paced environment.
• Location : Based in or near Stellenbosch, with own reliable transport.

What We Offer

• In-depth training in insurance, sales, and claims processes
• Supportive leadership and growth pathways
• A collaborative and passionate workplace
• The chance to make a global impact from right here in Stellenbosch
• Only shortlisted applicants will be contacted

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Customer Experience Expert • Stellenbosch, Western Cape, ZA