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.
- Build deep expertise in Lula’s lending and support processes to become a subject matter expert (SME).
- Achieve weekly performance targets related to customer engagement, lending applications, and service quality.
- Deliver high-quality, customer-centric service across multiple channels (voice, email, chat, etc.), with a focus on financial services.
- Support customers through the full lending and onboarding journey, ensuring clarity, trust, and resolution.
- Provide insights and feedback to improve service delivery, internal workflows, and customer outcomes.
- Ensure compliance with all regulatory requirements and internal risk controls in a financial services environment.
- 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
- 4+ years’ experience in customer support, ideally in banking or financial services
- Experience with SME customers is advantageous
- Strong troubleshooting and multitasking skills
- Proven track record of delivering high-quality customer service
- Omni-channel support experience (email, chat, phone, etc.)
- Excellent verbal and written communication
- Fintech and/or startup experience is a bonus
- Detail-oriented with strong critical thinking and problem-solving skills
- Resilient and able to thrive in a fast-paced environment
KEY COMPENTENCIES WE’RE LOOKING FOR:
- Exceptional attention to detail
- Strong sense of accountability and reliability
- Empathetic, active listener
- Confident and composed under pressure
- Independent, self-driven, and assured
- Constructive thinker with the ability to challenge the status quo
- Strong process mindset with an understanding of value chain impact
- Hands-on approach to resolving queries and tasks
- Solid financial acumen and product understanding
- Committed to sustaining high levels of customer satisfaction
- Problem-solving and critical-thinking skills
Skills Required
- Matric
- Finance diploma
- 4+ years experience in customer support, ideally in banking or financial services
- Experience supporting SME customers
- Omni-channel support experience (email, chat, phone)
- Strong troubleshooting and multitasking skills
- Excellent verbal and written communication
- Proven track record delivering high-quality customer service
- Detail-oriented with critical thinking and problem-solving skills
- Resilient and able to thrive in a fast-paced environment
- Fintech or startup experience
- Understanding of lending and onboarding processes (or ability to become SME)
What We Do
Lula is an innovative, and human-focused FinTech company on a mission to help small businesses make cash flow. We want to make it fast, simple, Lula for people to run their business through a digital business bank account. We’re making business banking fast, easy & human
