USA Customer Experience Expert

SUMMARY:
Customer Experience Expert - US
Our client is seeking a passionate and knowledgeable individual to join their growing Insurance team in Stellenbosch. If you have a genuine love for cycling, strong customer service experience, and an interest in insurance, this is the perfect opportunity to combine your skills and interests.
In this role, you'll be responsible for managing bicycle insurance claims for their USA-based customers, offering exceptional support, and contributing to their sales and retention goals. You’ll work in a fast-paced, collaborative environment, helping them grow their global footprint in the cycling insurance industry.

POSITION INFO:
Key Responsibilities:
Claims Management:

• Oversee the entire claims process, from initial lodgments to settlement, ensuring compliance with policy guidelines and USA industry regulations.
• Assess and validate claims accurately, while identifying and preventing potential fraudulent claims with the support of their tools and training.

• Engage with customers to understand their insurance needs, follow up on quotes, and drive sales.
• Proactively work on policy retention by addressing customer concerns and reviewing existing policies.

• Provide friendly, professional support via calls, emails, and live chat, ensuring clear communication and guidance.
• Resolve customer disputes or complaints promptly and effectively.

• Work closely with the team to achieve sales, claims, and service targets.
• Ensure all customer interactions are logged and tasks completed within service level agreements (SLAs).
• Identify recovery opportunities and support the Third-Party Recovery team with relevant information.
• Stay informed about industry trends, competitor offerings, and USA regulatory updates.

• Full-time office based position with working hours of 5 pm–2 am (adjusted for daylight savings in March and November).

• Competitive monthly base salary up to R23,000 CTC, plus R2,000 night shift allowance.
• Generous leave entitlement (21 days, plus an additional Birthday Leave day).
• Disability income benefit.
• Training opportunities and pathways for career progression within our global organisation.