Front Office CX Specialist at Lulalend

OVERALL PURPOSE

• We are seeking a highly motivated individual with a strong passion for customer service and proven experience as an omni-channel customer experience specialist. 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.

RESPONSIBILITIES WILL INCLUDE:

• Managing attendance, timekeeping, and personal effectiveness to meet required Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
• Developing an in-depth knowledge of our processes and products, evolving into a subject matter expert over time.
• Ensuring the achievement of weekly tasks and metrics.
• Collaborating with the team and peers to enhance the overall success of customer service delivery in an omni-channel environment.
• Delivering a service that promotes positive conversion while maintaining high-quality standards.
• Providing constructive feedback leading to the implementation of ideas for improving internal processes and relationships.
• Understanding and adhering to rules and regulations set out by Lula and our Partners.
• Building and maintaining customer relationships by keeping them informed of progress or actions taken regarding their applications, queries, and requests.
• Educating customers on self-service, digital functionality, and features.

THE COMPETENCIES WE’RE AFTER

• Strong attention to detail
• Accountable
• Reliable
• Ability to listen well and show empathy
• Proven ability to operate independently
• Self-assurance and a confident manner
• Proven ability to remain calm under immense pressure
• Have the ability to debate in a constructive manner and to challenge conventional wisdom
• Process control and process thinking – understanding the impact of how changes affect customers and stakeholders in all parts of the value chain
• Ability and willingness to deal directly with specific tasks and enquiries where required
• Financial insight; understand the elements of a financial business and product
• Sustaining Customer Satisfaction

THE SKILLS AND EXPERIENCE WE’RE LOOKING FOR

• Matric
• Diploma in finance (would be advantageous)
• 4+ years’ experience working in a customer support role within financial / banking services
• Exposure to Small Business Service (SME) customers would be an advantage
• Advanced troubleshooting and multi-tasking skill capabilities
• Experience in delivering great customer service that drives quality and resolution
• Experience in an omni-channel customer service environment
• Excellent interpersonal and communication skills, both verbal and written
• Banking experience would be beneficial
• Fintech experience within a startup environment, would be a nice to have
• Excellent attention to detail
• Problem-solving and critical-thinking skills
• Resilience