Claims and Customer Service Expert

Company Overview:

Two Three Bird is a leading provider of comprehensive bicycle insurance solutions in Australia, New Zealand, the United Kingdom, and the United States. We are dedicated to protecting cyclists and their beloved bikes. As part of our commitment to supporting the cycling community, we seek enthusiastic individuals to join our dynamic team.

Position Overview:

The ideal candidate is someone who possesses excellent customer service and communication skills and has a deep love for cycling and a desire to share their passion with others. This role offers the opportunity to work in a fast-paced environment in the heart of Stellenbosch, interact with international customers, and contribute to the growth of our bicycle insurance business.

Key Responsibilities:

• Manage the end-to-end claims process from lodgment to settlement.
• Day-to-day management of claim lodgments, customer inquiries and validating reported insurance claims.
• Answer incoming calls and provide customers with empathy, certainty, guidance and support from lodgment to the final resolution of claim situations and inquiries.
• Provide accurate advice to customers and clear instructions on the next steps of what we will do and what we need the customer to do.
• Identify potential fraudulent claims and follow agreed policies and procedures.
• Effective communication with internal and external customers.
• Resolve complaints and disputes from clients, suppliers or service providers within agreed service levels.
• Ensure all incoming emails and tasks are actioned within defined service levels.
• Authorise claim payments within the approved delegated authority of the position.
• Ensure that claims are processed in accordance with policy guidelines, company procedures, approved suppliers and industry laws and guidelines.
• Effective and accurate notes on electronic claim files.
• Ensure claims decisions are technically sound and communicated appropriately to all stakeholders.
• Effective information gathering to assist the Third Party recovery team with successful recoveries.
• Taking inbound calls relating to inquiries and updates and transferring calls to the correct people quickly and efficiently
• Attending to any missed calls, emails and LiveChat messages
• Dealing with customer complaints in a professional manner
• General customer service support.

Qualifications and Skills:

• Previous work experience with a good track record (references required).
• At least a school certificate, but ideally a 3-year degree graduate.
• Possess excellent technical knowledge of bicycles to conduct complete and accurate damage assessments.
• Passion for cycling and a strong desire to share that passion with others.
• Proven claimsor similar customer service experience with a track record of meeting or exceeding productivity targets.
• Excellent interpersonal skills and ability to communicate effectively with diverse audiences.
• Strong problem-solving abilities.
• Knowledge of insurance products and services is advantageous.
• Ambitious and eager to learn and grow within the company.
• Ability to work well in a team environment and contribute positively to team dynamics.
• Own transport, ideally residing in Stellenbosch or the surrounding area.

Working Hours:

• 4 pm  - 1 am (subject to change)

Remuneration & Perks:

• Competitive monthly base salary (Cost to Company), depending on experience plus a night shift allowance.
• Generous annual leave entitlement of 21 days, plus an additional day of Birthday Leave.
• Discount on salvaged bicycles, exclusive to our team members.
• Opportunity for international exposure, opening doors to diverse experiences and growth opportunities.