Claims & Customer Experience Expert

Claims & Customer Experience Expert  (Must know/love cycling/bicycles!)
Join a specialist cycling insurance team supporting Australian customers
Stellenbosch | R20,000 to R30,000 Basic + Commission

About Our Client
This cycling-focused InsurTech business provides specialist insurance solutions to a passionate customer base across Australia and New Zealand. Operating from Stellenbosch, the team delivers a high-touch, end-to-end service centred on efficiency, accuracy, and an excellent customer experience. The environment is energetic, customer-obsessed, and suited to individuals who enjoy fast-paced work with international exposure.

The Role: Claims & Customer Experience Expert
This role exists to manage and deliver an end-to-end claims service for cycling customers while ensuring compliance with policies, regulations, and internal processes. You will guide customers through the full claims journey from first contact to evidence gathering, validation, quoting, and replacement facilitation while supporting the broader AU/NZ team with technical insight. The focus is on accuracy, exceptional service, fraud detection, and seamless coordination to ensure every claim is handled efficiently and professionally.

Key Responsibilities

• Manage full end-to-end claims processes, from initial contact to settlement

• Gather and validate evidence, review documentation, and quote correct replacements

• Facilitate the replacement process in line with policy limits and guidelines

• Identify and escalate any fraudulent or non-compliant claims

• Provide technical claims support to the AU/NZ team, including bicycle-related knowledge

• Deliver a professional, customer-first experience throughout every interaction

• Ensure all claims are processed in compliance with relevant policies and regulations

About You

• 1 to 3 years of experience in a customer service, claims, insurance, or cycling-related environment

• Experience handling end-to-end customer processes or administrative workflows

• Strong attention to detail with the ability to validate evidence and follow structured procedures

• Customer-focused, proactive, and confident communicator

• Able to work efficiently in a fast-paced environment with international teams

• Cycling knowledge, insurance experience, or a three-year degree would be advantageous