Customer Experience Executive (Contract)

PT Mitrausaha Indonesia Grup; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading financial services company in Kuala Lumpur seeks a Customer Experience teammate to join their dynamic team. In this role, you will deliver exceptional customer service and engage customers across various channels. The ideal candidate will have 1–2 years of experience in customer support, fluency in English and Malay, and strong interpersonal skills. The company offers flexible working arrangements, medical benefits, and great opportunities for continuous improvement.

Benefits

Flexible paid vacations

Health insurance coverage

Wellness initiatives

Tech support with company laptop

Qualifications

• 1–2 years of experience in Customer Experience or Customer Support.
• Experience in handling customers’ inquiries and operations.
• Experience in the financial services or fintech industry is an advantage.

Responsibilities

• Deliver best-in-class customer experience through omni-channel support.
• On-board customers by processing applications and performing KYC checks.
• Take ownership of customer success metrics.

Skills

Customer Experience

Fluency in English

Fluency in Malay

Critical thinking

Interpersonal skills

Tools

Excel

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‑size enterprises (SMEs), 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 a customer‑centric teammate with a strong drive for continuous improvement to join our lean and dynamic CX team, which primarily supports our investment products.

In this role, you’ll engage leads throughout the conversion funnel, guiding them into becoming potential investors while 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:

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

What we are looking for:

• 1–2 years of 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 handling customers’ inquiries and operations 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 possess strong inter‑personal skills and able to maintain strong client relationships.
• Will roll up sleeves for any BAU and ad‑hoc tasks.
• 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.
• 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.

• 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.