{"id":2639122,"url":"https://alion.io/job/lula-front-office-specialist","title":"Front Office Specialist","company":{"id":57348,"name":"Lula","domain":"lula.co.za","url":"https://alion.io/company/lula","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Breezy","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"middle","employment_type":"contractor","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Cape Town, South Africa"],"countries":["ZA"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":14000,"max_usd":37000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":1010},"experience_years_min":4,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Zendesk","optional":true}],"status":"live","first_seen_at":"2026-10-15T15:38:47Z","employer_posted_date":"2026-10-15","last_verified_at":"2026-10-19T00:35:19Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":3},"description":"We 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 delivering a cohesive and seamless customer experience across all interaction channels. This includes consistently providing high-quality service, efficiently resolving issues, fostering customer loyalty, optimising operational processes, adapting to customer needs, and actively contributing to overall business growth. The successful candidate will provide exceptional customer service in a professional, warm, and clear manner, enhancing the end-to-end customer experience.\nKEY RESPONSIBILITIES\nManage time, attendance, and personal output to consistently meet SLAs and KPIs.\nBuild deep expertise in Lula’s lending and support processes to become a subject matter expert (SME).\nAchieve weekly performance targets related to customer engagement, lending applications, and service quality.\nDeliver high-quality, customer-centric service across multiple channels (voice, email, chat, etc.), with a focus on financial services.\nSupport customers through the full lending and onboarding journey, ensuring clarity, trust, and resolution.\nProvide insights and feedback to improve service delivery, internal workflows, and customer outcomes.\nEnsure compliance with all regulatory requirements and internal risk controls in a financial services environment.\nKeep customers informed on the status of their lending queries, applications, and next steps.\nTHE SKILLS AND EXPERIENCE WE’RE LOOKING FOR:\nMatric required; finance diploma is a plus\n4+ years’ experience in customer support, ideally in banking or financial services\nExperience with SME customers is advantageous\nStrong troubleshooting and multitasking skills\nProven track record of delivering high-quality customer service\nOmni-channel support experience (email, chat, phone, etc.)\nExcellent verbal and written communication\nFintech and/or startup experience is a bonus\nDetail-oriented with strong critical thinking and problem-solving skills\nResilient and able to thrive in a fast-paced environment\nExperience with Zendesk Support CRM system an advantage\nKEY COMPENTENCIES WE’RE LOOKING FOR:\nCustomer-Centricity: Demonstrates a strong commitment to understanding customer needs and delivering consistent, high-quality experiences across all touchpoints.\nOmni-Channel Expertise: Effectively manages customer interactions across multiple channels to ensure a seamless and consistent customer journey.\nProblem-Solving: Investigates and resolves customer issues efficiently, identifying root causes and opportunities to prevent recurring problems.\nCommunication & Relationship Management: Communicates clearly and professionally, building positive customer relationships and trust.\nContinuous Improvement: Identifies customer pain points and recommends process improvements to reduce customer effort and enhance service delivery.\nData & Insight-Driven Thinking: Uses customer feedback and operational data to identify trends, inform decisions, and improve customer outcomes.\nAccountability & Ownership: Takes ownership of customer queries and outcomes, ensuring timely resolution and effective follow-through.\n Commercial Awareness: Understands the impact of customer experience on customer satisfaction, retention, loyalty, operational efficiency, and overall business performance.","description_format":"text","description_chars":3432,"description_truncated":false,"requirements":{"experience_years_min":4,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Business & SME Lending","Digital Banks & Neobanks"],"lifecycle":[{"event":"open","at":"2026-10-15T18:19:20Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":1,"expected_fill_days":35,"reasons":["conf:3","velocity","win:early"],"computed_at":"2026-10-17T05:46:00Z"},"pay":null,"html_url":"https://alion.io/job/lula-front-office-specialist","json_url":"https://alion.io/job/lula-front-office-specialist.json","meta":{"generated_at":"2026-10-19T02:29:11Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":1319,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-20T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":57348},"rest":"https://alion.io/mcp/rest/get_company?id=57348"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Flula-front-office-specialist"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Flula-front-office-specialist"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Flula-front-office-specialist"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/lula-front-office-specialist\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Flula-front-office-specialist"}]}