Client Experience & Onboarding Specialist

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

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.