Omni-Channel Customer Experience Specialist

Lulalend; Cape Town; On-site; ZAR 360,000 - 480,000; Full time

Job summary

Lulalend is seeking a motivated Omni-Channel Customer Experience Specialist to deliver a cohesive service across voice, email and chat. You will resolve issues, guide customers through lending and onboarding, and contribute to a smooth end-to-end experience in a fintech environment.

You will build SME knowledge of Lula's lending processes, strive to meet SLAs, and collaborate with teams to improve service quality while staying compliant with regulations.

Qualifications

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

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.

Skills

4+ years experience in customer‑f…

Omni-channel experience

Excellent communication

Troubleshooting and multitasking

Fintech/startup experience

Regulatory/compliance knowledge

SME knowledge of lending

Education

Matric

Finance diploma

Tools

Zendesk Support CRM

Job description

Lulalend is seeking a motivated Omni-Channel Customer Experience Specialist to deliver a cohesive service across voice, email and chat. You will resolve issues, guide customers through lending and onboarding, and contribute to a smooth end-to-end experience in a fintech environment.

You will build SME knowledge of Lula's lending processes, strive to meet SLAs, and collaborate with teams to improve service quality while staying compliant with regulations.