Customer Experience Expert (US)

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

• Team Collaboration: Work with colleagues to achieve sales, claims, and service targets while maintaining excellent customer satisfaction.
• Task Management: Ensure all communications and tasks are completed within agreed timelines and maintain accurate digital customer files.
• Additional Support: Assist the team as needed, identify recovery opportunities, and provide input to support third-party recoveries. Stay informed on industry trends, competitor offerings, and regulatory updates to continuously improve service.

Qualifications and Skills

• Experience: 2-3 years in customer service or claims handling, with proven success in meeting or exceeding targets (references required).
• Education: High school certificate required; a 3-year degree is preferred.
• Bicycle Knowledge: Strong technical expertise in bicycles, including components, brands, and repair assessment.
• Insurance Knowledge: Familiarity with insurance products (training provided if limited).
• Soft Skills: Excellent communication, interpersonal, and problem-solving abilities.
• Ambition: Eagerness to learn, grow, and collaborate within the team.
• Transport: Own transport required; preference for candidates based in Stellenbosch or nearby.

Working Hours

• Full-time, office-based role.
• Working hours: 5 pm-2 am (adjusted for daylight savings in March and November).

Salt is acting as an Employment Agency in relation to this vacancy.