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 Lula’s 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 WE’RE 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 WE’RE 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 #J-18808-Ljbffr