Lula Cape Town, Western Cape, South Africa Join or sign in to find your next job Join to apply for the Front Office CX Specialist role at Lula Continue with Google Continue with Google Lula Cape Town, Western Cape, South Africa3 weeks ago Be among the first 25 applicants Join to apply for the Front Office CX Specialist role at Lula 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 TARGETSWhat We Do Lula is an innovative and human-focused Fin Tech 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 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 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 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 AFTERStrong 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 Seniority level Seniority level Mid-Senior level Employment type Employment type Full-time Job function Job function Other Industries Banking Referrals increase your chances of interviewing at Lula by 2x Get notified about new Front Office Specialist jobs in Cape Town, Western Cape, South Africa. We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
#J-18808-Ljbffr