Job Description

Job title: Front Office CX SpecialistReporting to: Front Office Team LeaderLocation: Cape TownALL STAFF APPOINTMENTS WILL BE MADE WITH DUE CONSIDERATION OF THE COMPANY'S EE TARGETSWHAT WE DOLula 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 VALUESCollaborative - we're a clan and work together as a team, always towards a common goalCommitted - we're accountable and follow through no matter the challengeCurious - we look for better ways to do things and make a positive differenceConnected - we stay close to, learn from and look to understand each other and our customersCompassionate - we go out of our way to care about our colleagues, our customers and our communityOVERALL PURPOSEWe 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:

• Providing exceptional customer service with a professional, warm, and clear approach to enhance the entire customer experience for our customers
• 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 speak clearly, listen actively, show empathy and convey information effectively.
• Proficiency in writing emails, chat messages, and other forms of digital communication with proper grammar and clarity.
• Aptitude for quickly understanding a customer's issue and finding an appropriate resolution.
• 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
• Familiarity with customer relationship management (CRM) software and other relevant tools.
• Ability to think critically and make decisions that balance customer satisfaction and company policies.

THE SKILLS AND EXPERIENCE WE'RE LOOKING FOR

• Matric/grade 12 achieved
• 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.

Lula