SUMMARY:
Our client is a leading provider of tailored cycling insurance, offering riders customizable coverage for accessories, racing events, and extra wheelsets. They collaborate with top industry names such as Strava, GCN, Hubtiger, and Project 529, as well as major UK bicycle chains.

As a Customer Service Consultant, you’ll be the first point of contact, ensuring every customer receives top-tier service with efficiency and care. Your role will focus on assisting customers promptly, resolving inquiries, and delivering a seamless experience. Acting as a vital link between customers and the sales and claims teams, you’ll ensure all communication is accurately recorded and managed on the appropriate platforms. If you thrive in a fast-paced environment and are passionate about providing exceptional service, this role is for you!

POSITION INFO:

Key Responsibilities: 

• Provide Support Across Multiple Channels: Assist customers via phone, email, live chat, and other communication channels, ensuring consistent and responsive service across all touchpoints.
• Assist Customers with Policy Inquiries: Address customer inquiries related to insurance policies, coverage details, premiums, and any other relevant information.
• Policy Enrollment and Renewals: Guide customers through the process of enrolling in new insurance
• Billing and Payment Support: Assist customers with billing inquiries, payment processing, and resolving any issues related to premiums, invoices, or payment methods.
• Resolve Complaints and Issues: Address customer complaints or concerns in a timely and professional manner
• Promote Customer Satisfaction: Strive to ensure a positive customer experience at all times by delivering excellent service, actively listening to customer feedback, and going above and beyond to meet customer needs.
• Educate Customers: Educate customers about various aspects of bicycle insurance
• Cross-Sell and Upsell Opportunities: Identify opportunities to cross-sell or upsell additional insurance products .
• Collaborate with Other Departments: Coordinate with other departments within the company, such as claims processing, underwriting, and sales, to ensure a seamless customer experience
• Continuous Improvement: Participate in training programs, workshops, and ongoing learning opportunities to enhance product knowledge, customer service skills, and overall performance.

Key requirements & skills:

• Minimum of a Senior Matric Certificate. Additional relevant qualifications will be advantageous.
• 2-4 years of experience in client services, customer care, or a related field.
• Familiarity with the industry in which we operate is beneficial.
• Strong written and verbal communication skills are essential for effectively interacting with individuals at all levels.
• Strong problem-solving skills, critical thinking, and the ability to make informed decisions are crucial.
• Understanding customer needs, addressing concerns, and providing exceptional service to ensure client satisfaction and retention.
• A deep understanding of the products or services offered. Explaining complex concepts clearly and understandably to clients.
• Written communication (emails, reports, etc.) as well as verbal communication to be of the highest standard.
• You will be responsible for identifying opportunities to upsell or cross-sell products or services to existing clients.
• The business environment is constantly evolving, so you should be proactive in staying updated with industry trends, technological advancements, and best practices in client services.

• Competitive monthly salary depending on experience.
• Generous annual leave entitlement of 21 days, plus an additional day of Birthday Leave.
• Disability income benefit.
• Discount on salvaged bicycles, exclusive to our team members.
• Opportunity for international exposure, opening doors to diverse experiences and growth opportunities.