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.
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