Customer Experience Expert

Reference: 10385 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).
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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