Front Office Specialist (6 month contract)

We are seeking a highly motivated individual with a strong passion for customer service and proven experience as an omni-channel customer experience specialist for a 6-month contract. 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.

Providing exceptional customer service with a professional warm and clear approach to enhance the entire customer experience for our customers.

KEY RESPONSIBILITIES

• Manage time attendance and personal output to consistently meet SLAs and KPIs.
• Build deep expertise in Lulas lending and support processes to become a subject matter expert (SME).
• Achieve weekly performance targets related to customer engagement lending applications and service quality.
• Deliver high-quality customer-centric service across multiple channels (voice email chat etc.) with a focus on financial services.
• Support customers through the full lending and onboarding journey ensuring clarity trust and resolution.
• Provide insights and feedback to improve service delivery internal workflows and customer outcomes.
• Ensure compliance with all regulatory requirements and internal risk controls in a financial services environment.
• Keep customers informed on the status of their lending queries applications and next steps.

THE SKILLS AND EXPERIENCE WERE LOOKING FOR:

• Matric required; finance diploma is a plus
• 4 years experience in customer support ideally in banking or financial services
• Experience with SME customers is advantageous
• Strong troubleshooting and multitasking skills
• Proven track record of delivering high-quality customer service
• Omni-channel support experience (email chat phone etc.)
• Excellent verbal and written communication
• Fintech and/or startup experience is a bonus
• Detail-oriented with strong critical thinking and problem-solving skills
• Resilient and able to thrive in a fast-paced environment

KEY COMPENTENCIES WERE LOOKING FOR:

• Exceptional attention to detail
• Strong sense of accountability and reliability
• Empathetic active listener
• Confident and composed under pressure
• Independent self-driven and assured
• Constructive thinker with the ability to challenge the status quo
• Strong process mindset with an understanding of value chain impact
• Hands-on approach to resolving queries and tasks
• Solid financial acumen and product understanding
• Committed to sustaining high levels of customer satisfaction
• Problem-solving and critical-thinking skills