Customer Experience Executive (Contract)

Funding Societies | Modalku Group; Kuala Lumpur; On-site; MYR 56,000 - 89,000; Full time

Benefits offered by this job

Time off

Flexible working

Medical benefits

Mental health

Job summary

Funding Societies | Modalku is seeking a customer-centric CX teammate to support our investment products. You will engage leads across the funnel, guide them toward becoming investors, and ensure a smooth customer journey in a fast-paced startup.

Ideal candidates have 1–2 years in CX or customer support, are fluent in English and Malay, and can handle inquiries with strong interpersonal skills. Experience in financial services is a plus. On-site role in Kuala Lumpur with flexible benefits.

Qualifications

• 1–2 years experience in Customer Experience or Customer Support.
• Fluency in written and spoken English and Malay; Chinese a plus.
• Experience handling inquiries and operations is a plus.
• Experience in Excel and reporting.
• Strong critical thinking, self-motivated, meticulous, able to work independently.

Responsibilities

• Deliver best-in-class customer experience across in-person and omni-channel support.
• On-board customers by processing applications and performing KYC checks.
• Handle day-to-day CX team tasks and assist in reports.
• Own customer success metrics and drive improvements.
• Uphold company values and mission in daily work.

Tools

Excel

Report preparation

Job description

Funding Societies | Modalku is the largest SME digital finance platform in Southeast Asia. We are licensed and operating in Singapore, Indonesia, Thailand, Malaysia and Vietnam, and backed by Sequoia India (Peak XV), Softbank Vision Fund, Khazanah and SMBC bank amongst many others. Funding Societies | Modalku provides business financing to small and medium-sized enterprises (SMEs), which is funded by individual and institutional investors, as well as payments solutions to SMEs and consumers.

Here at Funding Societies | Modalku we live by our core values GETFS:

• Grow Relentlessly: Strive to become our best, most authentic selves.
• Enable Teamwork, Disable Politics: Only by forging togetherness, we help each other succeed.
• Test Measure Act: Stay curious and reinvent ourselves, through innovation and experimentation.
• Focus on Impact: Create impact through bias for action and tangible results.
• Serve with Obsession: Build win-win relationships for the long-term by having a customer obsession.

We’re looking for acustomer-centricteammate with a strong drive for continuous improvement to join our lean and dynamic CX team, which primarily supports ourinvestment products.

In this role, you’llengage leadsthroughout the conversion funnel, guiding them into becomingpotential investorswhile ensuring a smooth and impactful customer journey. You’ll thrive here if you enjoy collaborating in a fast-paced, growth-driven start-up environment.

What you will do:

• Delivering a best in class customer experience in person and via our omni-channel support. Engaging customers with speed, empathy and effectiveness, while building trust-based and enduring relationships.
• On-boarding customers by processing their applications and performing KYC checks.
• Perform any day-to-day operational tasks under CX team’s portfolio.
• Assist in preparing reports.
• Taking ownership of customer success metrics, from a company to a personal level.
• Demonstrating strong personal values and a commitment that is in line with our mission and company values.

Requirements

What we are looking for:

• Have 1 - 2 years experience in Customer Experience or Customer Support.
• Fluency in written and spoken English and Malay. Fluency in Chinese will be a huge added advantage.
• Experience in both handling customers’ inquiries and operation will be an added advantage.
• Experience in Excel and report preparation.
• Good critical thinking skills, self-motivated, meticulous and able to work independently to achieve defined targets.
• Persuasive and possesses strong inter-personal skills and able to maintain strong client relationships.
• You’re the first to roll up your sleeve in any BAU and ad-hoc tasks.
• Having experience in the financial services or fintech industries will be an advantage.

What it is in for you:

• Explore and contribute to continuous improvement projects.
• Solve problems and challenge the status quo in our daily tasks.
• Discretion on how to apply a vast array of metrics and data to solve challenging and interesting problems.
• Assist Managers on all things that impact the customer experience, including process, automation, UI/UX and much more.

Benefits

• Time off - We would love you to take time off to rest and rejuvenate. We offer flexible paid vacations as well as many other observed holidays by country. We also like to have our people take a day off for special days like birthdays and work anniversaries.
• Flexible working - We believe in giving back the control of work & life to our people. We trust our people and love to provide the space to accommodate each and everyone's working style and personal life.
• Medical benefits - We offer health insurance coverage for our employees and dependents. Our people focus on our mission knowing we have their backs for their loved ones too.
• Mental health and wellness - We understand that our team productivity is directly linked to our mental and physical health. Hence we organize org-wide fitness initiatives and engage partners to provide well-being coaching.
• Tech support - We provide a company laptop for our employees and the best possible support for the right equipment/tools to enable high productivity.

Interested to know more about us? Learn about our Stories here.