Customer Experience Expert

Customer Experience Expert
Location: Stellenbosch (in office)
Type: Permanent
Experience: 2–3 years

About the role
We’re working with a global specialist insurance business that protects cyclists and their gear across several international markets. They’re looking for a dynamic person with a genuine passion for cycling, strong customer service skills, and technical bicycle knowledge.
The role covers managing insurance claims, supporting customers through their journey, and contributing to sales and retention goals. It’s a fast-paced, collaborative, office-based role in the heart of Stellenbosch, with the chance to help grow a global business.
One thing to know upfront: this role works American hours, roughly 4pm–1am or 5pm–2am (shifting with daylight savings in March and November), so it suits someone who’s happy on a night shift.
What you’ll do
• Manage the full claims process from lodgement to settlement, making sure claims align with policy guidelines and regulations
• Assess and validate claims accurately, identifying and preventing fraudulent claims (training and tools provided)
• Engage customers to understand their needs, give expert guidance, and drive sales by following up on quotes
• Work proactively on retention by addressing concerns and reviewing existing policies
• Handle inbound inquiries (calls, emails, LiveChat) empathetically and professionally, communicating next steps clearly and resolving disputes promptly
• Work with the team to hit sales, claims, and service targets while keeping customer satisfaction high
• Complete all communications and tasks within SLAs and keep accurate electronic customer files
• Identify recovery opportunities and support the third-party recovery team
• Stay current on industry trends, competitor offerings, and regulatory changes
What you’ll bring
• 2–3 years in customer service or claims handling, with a proven track record of meeting or exceeding targets (references required)
• A school certificate is required; a 3-year degree is preferred for the critical-thinking and problem-solving grounding
• Technical bicycle knowledge: components, brands, and repair assessment
• Familiarity with insurance products (training provided for those with limited knowledge)
• Excellent communication, interpersonal, and problem-solving skills
• A desire to learn and grow, with strong team collaboration
• Own transport; candidates in or near Stellenbosch preferred
What’s on offer
• Competitive base salary plus night-shift allowance and commission
• Generous leave, plus a birthday leave day
• Disability income benefit
• Training and clear pathways for career progression within a global organization