Partnerships CX Specialist

📌 Core Information

🔹 Job Title: Partnership CX Specialist

🔹 Company: Lula

🔹 Location: Cape Town, South Africa

🔹 Job Type: Full-Time

🔹 Category: Banking

🔹 Date Posted: May 5, 2025

🔹 Experience Level: Mid-Level (2-5 years)

🔹 Remote Status: On-site

🚀 Job Overview

Key aspects of this role include:

• Delivering exceptional customer service across multiple channels
• Enhancing the customer journey and driving business growth
• Collaborating across teams to ensure high service standards and operational efficiency
• Focusing on SME customers and contributing to their success

ASSUMPTION: This role requires a strong customer focus, excellent communication skills, and the ability to thrive in a dynamic fintech environment.

📋 Key Responsibilities

✅ Manage attendance and personal performance to meet Service Level Agreements (SLAs) and Key Performance Indicators (KPIs)

✅ Become a subject matter expert in company processes and products

✅ Collaborate across teams to deliver seamless omni-channel support

✅ Ensure customer queries and applications are resolved timeously and professionally

✅ Encourage customer adoption of self-service and digital tools

✅ Recommend process improvements and give feedback for service delivery enhancement

ASSUMPTION: This role involves a high degree of multitasking, problem-solving, and adaptability to ensure exceptional customer experiences.

🎯 Required Qualifications

Education: Matric (Grade 12)

Experience: 4+ years in customer service, preferably within financial services

Required Skills:

• Strong written and verbal communication skills
• Experience in omni-channel environments and SME customer exposure
• Critical thinking, multitasking, and advanced troubleshooting skills
• Fintech/startup exposure is advantageous

Preferred Skills:

• Bilingual or multilingual proficiency
• Experience with CRM software

ASSUMPTION: Candidates with relevant experience in financial services and a proven track record of delivering exceptional customer service will be most successful in this role.

💰 Compensation & Benefits

Salary Range: The salary range for this role is ZAR 35,000 - 50,000 per annum, depending on experience and qualifications. This estimate is based on industry standards for mid-level customer service roles in the Cape Town financial services sector.

Benefits:

• Medical aid and provident fund contributions
• Employee wellness program
• Opportunities for professional development and growth

Working Hours: This role requires working 40 hours per week, with a flexible schedule to accommodate customer needs. Overtime may be required during peak periods.

ASSUMPTION: Lula offers competitive compensation and benefits packages for the financial services industry in South Africa.

📌 Applicant Insights

🔍 Company Context

Industry: Lula operates in the banking and financial services sector, focusing on small and medium-sized enterprises (SMEs).

Company Size: Lula is a mid-sized company with 51-200 employees, providing a dynamic and collaborative work environment.

Founded: Lula was founded in 2014 and has since grown to become a leading FinTech company in South Africa.

Company Description:

• Lula is an innovative and human-focused FinTech company on a mission to help small businesses optimize their cash flow.
• The company aims to make business banking fast, easy, and human, providing SMEs with a digital business bank account.
• Lula is committed to delivering exceptional customer service and continuously seeking better ways to deliver value to its clients.

Company Specialties:

• Business funding and financial technology
• Customer service and automation
• Small business funding, unsecured business loans, and SME banking

Company Website: www.lula.co.za

ASSUMPTION: Lula's focus on innovation, customer service, and SME support makes it an attractive employer for candidates seeking a dynamic and impactful role in the financial services sector.

📊 Role Analysis

Career Level: This role is suitable for mid-level professionals with 2-5 years of experience in customer service, preferably within financial services.

Reporting Structure: The Partnership CX Specialist reports directly to the Partnership Team Lead.

Work Arrangement: This role requires on-site work at Lula's Cape Town office, with a flexible schedule to accommodate customer needs.

Growth Opportunities:

• Progression to senior customer service roles or team leadership positions
• Expanding expertise in financial services and fintech products
• Contributing to Lula's mission to improve SME banking and cash flow management

ASSUMPTION: This role offers significant opportunities for professional growth and development within Lula's dynamic and expanding organization.

🌍 Location & Work Environment

Office Type: Lula's Cape Town office is a modern, collaborative workspace designed to foster innovation and creativity.

Office Location(s): 2nd floor, Pier Place, Heerengracht Street, Cape Town, Western Cape 8000, South Africa

Geographic Context:

• Cape Town is a vibrant, multicultural city with a strong financial services industry.
• The city offers a high quality of life, with beautiful beaches, mountains, and wine regions nearby.
• Cape Town's diverse economy provides ample opportunities for personal and professional growth.

Work Schedule: The work schedule for this role is flexible, with a focus on accommodating customer needs during peak hours.

ASSUMPTION: Lula's Cape Town office provides a dynamic and engaging work environment, with easy access to the city's many amenities and attractions.

💼 Interview & Application Insights

Typical Process:

• Online application and resume screening
• Phone or video screening interview
• In-person or video interview with the hiring manager and team members
• Background check and reference verification

Key Assessment Areas:

• Customer service skills and experience
• Communication and interpersonal skills
• Problem-solving and critical thinking abilities
• Adaptability and cultural fit

Application Tips:

• Tailor your resume and cover letter to highlight your relevant customer service experience and skills.
• Prepare examples of your problem-solving and multitasking abilities in customer service scenarios.
• Demonstrate your enthusiasm for Lula's mission and commitment to exceptional customer service.

ATS Keywords: Customer Service, Communication, Critical Thinking, Multitasking, Troubleshooting, Omni-Channel Support, Empathy, Attention to Detail, Independence, Process Thinking, Financial Products Knowledge

ASSUMPTION: Lula's application process is designed to assess candidates' customer service skills, cultural fit, and potential for growth within the organization.

🛠️ Tools & Technologies

• CRM software (e.g., Salesforce, Zoho CRM)
• Customer service software (e.g., Zendesk, Freshdesk)
• Communication tools (e.g., email, phone, chat)

ASSUMPTION: Lula uses industry-standard customer service and communication tools to ensure seamless and efficient customer support.

👔 Cultural Fit Considerations

Company Values:

• Embrace Curiosity
• Win as One
• Driven by Purpose
• Execute with Ambition

Work Style:

• Collaborative and team-oriented
• Adaptable and resilient
• Focused on continuous improvement

Self-Assessment Questions:

• Do you thrive in dynamic, fast-paced environments?
• Are you passionate about delivering exceptional customer service?
• Do you embrace a solutions-over-problems mindset and continuous learning?

ASSUMPTION: Lula values candidates who align with their core values and work style, demonstrating a strong commitment to customer service and continuous improvement.

⚠️ Potential Challenges

• Managing high customer volumes and expectations during peak periods
• Adapting to changes in processes, products, or customer needs
• Balancing multiple priorities and tasks in a fast-paced environment
• Ensuring high service standards and compliance in a dynamic fintech setting

ASSUMPTION: This role presents unique challenges that require strong problem-solving, adaptability, and a commitment to exceptional customer service.

📈 Similar Roles Comparison

• Compared to traditional banking roles, this position offers a more dynamic and innovative work environment focused on SME customers.
• In the broader financial services sector, Lula's customer-centric approach and commitment to continuous improvement set it apart.
• Career progression in this role may involve moving into senior customer service roles, team leadership, or expanding expertise in financial services and fintech products.

ASSUMPTION: This role offers a unique blend of customer service, financial services, and fintech experience, providing candidates with valuable skills and growth opportunities.

📝 Sample Projects

• Developing and implementing a new customer onboarding process to improve adoption rates
• Collaborating with product teams to gather customer feedback and inform feature development
• Creating and delivering customer training sessions on self-service tools and digital banking features

ASSUMPTION: These sample projects demonstrate the range of responsibilities and opportunities for impact in this role, focusing on customer service, process improvement, and collaboration.

❓ Key Questions to Ask During Interview

• How does Lula support the professional development and growth of its customer service team members?
• Can you describe a time when the company successfully adapted to a significant change in customer needs or market conditions?
• How does Lula measure and track customer satisfaction and service quality?
• What are the most rewarding aspects of working in customer service at Lula, according to current team members?
• How does Lula foster a culture of continuous improvement and innovation in its customer service processes?

ASSUMPTION: These interview questions are designed to provide insight into Lula's commitment to customer service, professional development, and organizational culture.

📌 Next Steps for Applicants

To apply for this position:

• Submit your application through this link
• Tailor your resume and cover letter to highlight your relevant customer service experience and skills
• Prepare examples of your problem-solving and multitasking abilities in customer service scenarios
• Demonstrate your enthusiasm for Lula's mission and commitment to exceptional customer service
• Follow up with the hiring manager after your interview to express your interest in the role

⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.