Front Office CX Specialist

1 Month ago • 4 Years +

Job Summary

Job Description

The Front Office CX Specialist will be responsible for providing excellent customer service across all channels. Key responsibilities include managing SLAs and KPIs, developing product knowledge, ensuring task completion, collaborating with the team, delivering quality service, providing feedback for process improvement, adhering to rules and regulations, building customer relationships, and educating customers. The ideal candidate should have experience in customer support, strong attention to detail, and problem-solving skills. The role requires operating independently, remaining calm under pressure, and demonstrating financial insight and customer satisfaction. The candidate should have a diploma in finance and 4+ years’ experience working in a customer support role within financial / banking services.
Must have:
  • 4+ years’ experience in customer support within financial services.
  • Excellent interpersonal and communication skills, both verbal and written.
  • Strong attention to detail.
  • Proven ability to operate independently.
Good to have:
  • Diploma in finance (would be advantageous).
  • Exposure to Small Business Service (SME) customers.
  • Banking experience would be beneficial.
  • Fintech experience within a startup environment, would be a nice to have.

Job Details

Job title: Front Office CX Specialist

Reporting to: Front Office Team Leader

Location: Cape Town

ALL STAFF APPOINTMENTS WILL BE MADE WITH DUE CONSIDERATION OF THE COMPANY’S EE TARGETS

WHAT WE DO

Lula is an innovative and human-focused FinTech company on a mission to help small businesses optimise their cash flow. Our purpose is to help SMEs manage their businesses better, faster, and more simply, so they can spend more time doing what they love.

If you’re looking for a new place to call ‘home’ that believes in the potential of the broader SME landscape in South Africa and a place where you’ll work with awesome people - then Lula’s the place for you!

We’re making business banking fast, human, Lula!

OUR VALUES

Collaborative - we’re a clan and work together as a team, always towards a common goal

Committed - we’re accountable and follow through no matter the challenge

Curious - we look for better ways to do things and make a positive difference

Connected - we stay close to, learn from and look to understand each other and our customers

Compassionate - we go out of our way to care about our colleagues, our customers and our community

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:

  1. Managing attendance, timekeeping, and personal effectiveness to meet required Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
  2. Developing an in-depth knowledge of our processes and products, evolving into a subject matter expert over time.
  3. Ensuring the achievement of weekly tasks and metrics.
  4. Collaborating with the team and peers to enhance the overall success of customer service delivery in an omni-channel environment.
  5. Delivering a service that promotes positive conversion while maintaining high-quality standards.
  6. Providing constructive feedback leading to the implementation of ideas for improving internal processes and relationships.
  7. Understanding and adhering to rules and regulations set out by Lula and our Partners.
  8. Building and maintaining customer relationships by keeping them informed of progress or actions taken regarding their applications, queries, and requests.
  9. 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

Please note that all appointments are subject to our background checking process, which may include Credit, Criminal and any other job inherent checks

Similar Jobs

Axon - Manager, Go-to-Market Readiness

Axon

Boston, Massachusetts, United States (On-Site)
1 Month ago
Riot Games - Manager, Insights - Central User Research

Riot Games

Los Angeles, California, United States (On-Site)
2 Months ago
Airlab Inc  - Publisher Development Manager

Airlab Inc

Quebec, Canada (On-Site)
2 Months ago
Snail Games - Chinese Mandarin English Interpreter/Translator

Snail Games

Beverly Hills, California, United States (On-Site)
1 Month ago
bazzar voice  - Transactional Specialist

bazzar voice

Vilnius, Vilnius County, Lithuania (Hybrid)
1 Month ago

Get notifed when new similar jobs are uploaded

Similar Skill Jobs

Google - Search Solutions Expert, gTech Ads Solutions

Google

São Paulo, State Of São Paulo, Brazil (On-Site)
1 Month ago
Advanced Systems Group, LLC - Advanced Data Storage Systems Field Engineer

Advanced Systems Group, LLC

Los Angeles, California, United States (Hybrid)
1 Month ago
Google - Staff UX Program Manager, Payments

Google

Sunnyvale, California, United States (On-Site)
1 Month ago
World Relief - Vision & Call Intern - Limited Term

World Relief

Kent, Washington, United States (Hybrid)
2 Months ago
Whoop - iOS Engineer II (Growth)

Whoop

Boston, Massachusetts, United States (On-Site)
2 Months ago
CD PROJEKT RED - Expert Technical Artist - Graphics

CD PROJEKT RED

(Remote)
3 Weeks ago
Optiv - Analyst - Security Operations Center

Optiv

Bengaluru, Karnataka, India (On-Site)
1 Month ago
Boomi - Senior Manager, Talent Acquisition (AMER)

Boomi

Vancouver, British Columbia, Canada (Hybrid)
3 Weeks ago
Google - Publisher Intelligence and Strategy Analyst, Sellside Monetization

Google

Gurugram, Haryana, India (On-Site)
1 Month ago

Get notifed when new similar jobs are uploaded

Jobs in Cape Town, Western Cape, South Africa

MRI Software - IT Manager

MRI Software

Cape Town, Western Cape, South Africa (On-Site)
1 Month ago
Lulalend - Senior DevOps Engineer

Lulalend

Cape Town, Western Cape, South Africa (On-Site)
1 Month ago
PwC - Workivia Implementation Specialist

PwC

Johannesburg, Gauteng, South Africa (On-Site)
7 Months ago
Jellyfish - Paid Search Associate

Jellyfish

Johannesburg, Gauteng, South Africa (On-Site)
1 Month ago
WebFX - Remote Copywriter: Agriculture/Environment/Eco Living

WebFX

South Africa (Remote)
7 Months ago
MRI Software - Support Analyst

MRI Software

Cape Town, Western Cape, South Africa (Hybrid)
3 Weeks ago
Minecast - Account Executive

Minecast

Johannesburg, Gauteng, South Africa (On-Site)
1 Month ago
Nagarro - Associate Staff Engineer, QA Automation

Nagarro

South Africa (On-Site)
7 Months ago
WebFX - Digital Marketing Manager (Search) (Cape Town)

WebFX

Cape Town, Western Cape, South Africa (On-Site)
7 Months ago
Jellyfish - Programmatic Manager (DV360)

Jellyfish

Durban, KwaZulu-Natal, South Africa (Hybrid)
1 Month ago

Get notifed when new similar jobs are uploaded

Similar Category Jobs

Looks like we're out of matches

Set up an alert and we'll send you similar jobs the moment they appear!

About The Company

Cape Town, Western Cape, South Africa (On-Site)

Cape Town, Western Cape, South Africa (Remote)

Cape Town, Western Cape, South Africa (Remote)

Cape Town, Western Cape, South Africa (Hybrid)

Cape Town, Western Cape, South Africa (On-Site)

Cape Town, Western Cape, South Africa (On-Site)

Cape Town, Western Cape, South Africa (Hybrid)

Cape Town, Western Cape, South Africa (On-Site)

Cape Town, Western Cape, South Africa (On-Site)

View All Jobs

Get notified when new jobs are added by Lulalend

Level Up Your Career in Game Development!

Transform Your Passion into Profession with Our Comprehensive Courses for Aspiring Game Developers.

Job Common Plug