Partnerships CX Specialist at Lulalend

Overall Purpose:

• This role focuses on delivering exceptional customer service across multiple communication channels (e.g. phone, email, chat), enhancing the customer journey, and contributing to continuous business growth. You’ll be working within a dynamic fintech environment, ensuring high service standards, compliance, and operational efficiency—especially with a focus on SME customers.

Core Responsibilities:

• Manage attendance and personal performance to meet SLAs and KPIs
• Become a subject matter expert in company processes and products
• Collaborate across teams to deliver seamless omni-channel support
• Ensure customer queries and applications are resolved timeously and professionally
• Encourage customer adoption of self-service and digital tools
• Recommend process improvements and give feedback for service delivery enhancement

Required Experience & Skills:

• Matric 4+ years in customer service (preferably within financial services)
• Strong written and verbal communication
• Experience in omni-channel environments and SME customer exposure
• Critical thinking, multitasking, and advanced troubleshooting skills
• Fintech/startup exposure is advantageous

Key Competencies:

• Accountability, reliability, attention to detail
• Empathy and strong listening skills
• Confidence under pressure and independence in execution
• Strong process thinking and understanding of financial products