We are seeking a highly motivated individual with a strong passion for customer service and proven experience as an omni-channel customer experience specialist for a 6-month contract. The ideal candidate will be dedicated to ensuring a cohesive and seamless customer experience across all interaction channels. This includes consistently delivering high-quality service, efficiently resolving issues, fostering customer loyalty, optimising operational processes, adapting to customer preferences, and actively contributing to overall business growth.
Providing exceptional customer service with a professional, warm, and clear approach to enhance the entire customer experience for our customers.
KEY RESPONSIBILITIES
- Manage time, attendance, and personal output to consistently meet SLAs and KPIs.
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Build deep expertise in Lula's lending and support processes to become a subject matter expert (SME).
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Achieve weekly performance targets related to customer engagement, lending applications, and service quality.
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Deliver high-quality, customer-centric service across multiple channels (voice, email, chat, etc.), with a focus on financial services.
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Support customers through the full lending and onboarding journey, ensuring clarity, trust, and resolution.
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Provide insights and feedback to improve service delivery, internal workflows, and customer outcomes.
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Ensure compliance with all regulatory requirements and internal risk controls in a financial services environment.
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Keep customers informed on the status of their lending queries, applications, and next steps.
THE SKILLS AND EXPERIENCE WE'RE LOOKING FOR:
- Matric required; finance diploma is a plus
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4+ years' experience in customer support, ideally in banking or financial services
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Experience with SME customers is advantageous
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Strong troubleshooting and multitasking skills
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Proven track record of delivering high-quality customer service
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Omni-channel support experience (email, chat, phone, etc.)
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Excellent verbal and written communication
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Fintech and/or startup experience is a bonus
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Detail-oriented with strong critical thinking and problem-solving skills
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Resilient and able to thrive in a fast-paced environment
KEY COMPENTENCIES WE'RE LOOKING FOR:
- Exceptional attention to detail
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Strong sense of accountability and reliability
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Empathetic, active listener
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Confident and composed under pressure
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Independent, self-driven, and assured
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Constructive thinker with the ability to challenge the status quo
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Strong process mindset with an understanding of value chain impact
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Hands-on approach to resolving queries and tasks
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Solid financial acumen and product understanding
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Committed to sustaining high levels of customer satisfaction
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Problem-solving and critical-thinking skills
