Customer Experience Expert

Reference: 10128 NB
Consultant: Nine Broodryk 

Job Description: 

  • Core Responsibilities
  • Claims Management: Oversee the entire claims process from lodgement to settlement, ensuring claims align with policy guidelines and industry regulations.
  • Assess and validate claims accurately, preventing and identifying fraudulent claims with the support of provided training and tools.
  • Sales & Retention: Engage with customers to understand their insurance needs, provide expert guidance, and drive sales by following up on quotes. Proactively work on retention by addressing concerns and reviewing existing policies.
  • Customer Support & Guidance: Handle inbound inquiries (calls, emails, LiveChat) empathetically and professionally, providing clear instructions and assistance. Communicate next steps clearly and resolve disputes or complaints promptly.
  • Secondary Responsibilities
  • Team Collaboration: Work with the team to achieve sales, claims and service targets and maintain exceptional customer satisfaction.
  • Task Management: Ensure all communications and tasks are completed within service level agreements, and maintain accurate electronic customer files.
  • Additional Support: Support the team as and when required. Identify recovery opportunities and provide information to assist the Third-Party Recovery team with successful recoveries.
  • Stay updated on industry trends, competitor offerings, and regulatory changes to continuously improve service quality.

Qualifications: 

  • Proven Experience: 2–3 years of experience in customer service or claims handling, with a proven track record of meeting or exceeding targets (references required).
  • Educational Background: A school certificate is required; a 3-year degree is preferred for its emphasis on critical thinking and problem-solving.
  • Bicycle Knowledge: Technical expertise in bicycles, including knowledge of components, brands, and repair assessment.
  • Insurance Knowledge: Familiarity with insurance products (training provided for those with limited knowledge).
  • Soft Skills: Excellent communication, interpersonal, and problem-solving skills.
  • Ambition & Growth: A desire to learn and grow within the company, coupled with strong team collaboration abilities.
  • Location & Transport: Own transport is required; candidates residing in Stellenbosch or nearby areas are preferred.

How to Apply: 

  • Email your comprehensive CV to exceedhr@exceed.co.za. 
  • If you are already registered, please forward your CV and the relevant reference number to the consultant with whom you are currently registered in order to avoid duplicity on our system. 
  • We reserve the right to only conduct interviews with candidates of choice. 
  • Applicants who have not received feedback within 30 days from the closing date must please accept their application as unsuccessful.