Customer Experience Specialist

About the position

Customer Experience Expert (US)
Support cyclists worldwide with insurance expertise and exceptional service
Stellenbosch | R20,000 R29,000 CTC + R2,000 night shift allowance | 5 pm 2 am (US hours)

About Our Client

Our client is a global leader in comprehensive bicycle insurance, protecting riders and their gear across Australia, New Zealand, the United Kingdom, and the United States. They are passionate about supporting cyclists of all levelsfrom casual commuters to Ironman triathletes, ensuring peace of mind through reliable insurance solutions. Based in Stellenbosch, the company combines a love of cycling with innovation, growth, and a customer-first approach.

The Role: Customer Experience Expert (US)

This role is ideal for a cycling enthusiast with strong customer service skills and technical bicycle knowledge. You will manage insurance claims, guide customers through their journey, and contribute to sales and retention goals. Operating during US business hours, youll play a key role in delivering world-class service while supporting the growth of the global business.

Key Responsibilities

• Manage the full claims process from lodgement to settlement, ensuring accuracy and compliance.
• Assess and validate claims, using training and tools to detect and prevent fraud.
• Engage with customers to understand needs, provide expert guidance, and follow up on quotes.
• Support retention by addressing concerns and reviewing existing policies.
• Handle inbound customer inquiries (calls, emails, LiveChat) with empathy and professionalism.
• Collaborate with team members to meet sales, service, and claims targets.
• Maintain accurate electronic files and ensure all tasks are completed within service standards.
• Provide information to assist the Third-Party Recovery team and stay up to date on industry trends.

About You

• 2 to 3 years experience in customer service or claims handling with proven performance.
• Matric required; a degree is advantageous.
• Technical knowledge of bicycles (components, brands, repair assessment).
• Familiarity with insurance products (training provided if needed).
• Strong communication, interpersonal, and problem-solving skills.
• Ambitious, growth-oriented, and collaborative team player.
• Own transport required; Stellenbosch-based or nearby preferred.

Perks and Benefits

• 21 days annual leave plus Birthday Leave.
• Disability income benefit.
• Staff discounts on salvaged bicycles.
• Training opportunities with clear career progression pathways.

Desired Skills:

• Call Center Services
• Call centre
• Active listening
• Contact centre
• Inbound Customer Service
• Care Business Customers
• Outbound Customer Service
• Contacting customers

Desired Work Experience:

• 2 to 5 years

Desired Qualification Level:

• Certificate