Client Experience Executive-KL

Doo Group; Kuala Lumpur; On-site; MYR 42,000 - 60,000; Full time

Job summary

Doo Group is looking for a Client Experience Executive to serve as the primary contact for clients and partners, delivering professional and responsive support throughout their journey.

You will handle inquiries via ticketing, live chat, email and calls, support onboarding and KYC, manage cases, and coordinate service delivery.

Maintain accurate records, meet SLAs, escalate when needed, and ensure a smooth, trusted experience across every touchpoint.

Qualifications

• Experience in client support, onboarding or CX roles.
• Familiar with KYC/CDD checks and documentation.
• Ability to manage tickets and meet SLAs.
• Attention to detail and data accuracy.

Responsibilities

• Act as first point of contact for client and partner enquiries.
• Provide timely, clear, empathetic responses across channels.
• Support onboarding and KYC checks, and assist with documentation.
• Manage tickets, prioritise work, and escalate when needed.
• Coordinate case notes and ensure proper documentation for audits.
• Monitor and communicate case progress to clients throughout.

Skills

Client communication

Customer service

Ticketing systems

KYC knowledge

Tools

CRM software

Job description

The Client Experience Executive serves as a

primary point of contact for clients and partners, providing professional and

responsive support throughout their journey with the company. The role covers

enquiries, onboarding and KYC support, case management, complaint handling and

service coordination.

KEY RESPONSIBILITIES

• 1. Support & communication

  Act as first point of contact for client and partner enquiries across ticketing, live chat, email and calls.

  Provide timely, clear, professional and empathetic responses, guided by established processes.

  Keep clients and partners informed of case progress, required actions and resolution status.

  Handle sensitive or complex enquiries professionally and escalation where required.

  Maintain ownership of communication and follow‑up until the case is resolved or formally handed over.

• 2. Ticketing & SLA management

  Categorise, prioritise and manage tickets accurately according to established workflows.

  Meet defined SLAs for first response,follow‑up and resolution.

  Monitor pending and escalated tickets and follow up proactively with responsible teams.

  Document case notes, communication history and supporting information properly.

  Escalate overdue, sensitive or high‑priority cases according to procedure.

• 3. Client onboarding & KYC

  Support individual and corporate clients through registration, onboarding and account verification.

  Perform KYC/ CDD checks in line with company procedures.

  Review identification, proof of address and supporting documents for completeness and validity.

  Assist clients with incomplete, rejected or additional documentation requirements.

  registration, directors, shareholders, beneficial ownership and authorised representatives.

  Escalate cases requiring enhanced due diligence, additional screening or Compliance review.

  Maintain accurate onboarding records and support partner onboarding, tracking and status updates.

• 4. Client & partner account support

  Assist with general account‑related enquiries and requests.

  Provide guidance on company processes,policies and available services.

  Perform basic checks on account information before escalating operational issues.

  Handle partner enquiries including programme information, account status and setup follow‑up.

  Identify discrepancies or incomplete requests and coordinate resolution.

  Identify potential complaints and handle them per the company's complaint‑handling procedures.

  Gather relevant information and supporting documents before escalating.

  Ensure escalations carry sufficient, accurate information for efficient investigation.

  Monitor escalated cases, coordinate updates and communicate clearly with clients throughout.

  Escalate unresolved, high‑risk or time‑sensitive matters to senior team members.

• 6. Operations & data accuracy

  Maintain accurate client, partner, ticket and case information in internal systems.

  Perform routine data checks and updates within the authorised scope of the role.

  Identify discrepancies, incomplete information or unusual records and escape where necessary.

  Document actions and client communications for operational and audit purposes.

  Follow established procedures when handling confidential or sensitive information.