USA Customer Experience Expert

SUMMARY:
USA Customer Experience Expert
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.

POSITION INFO:

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