Customer Success Specialist (Telesales)

Lendela; Kuala Lumpur; On-site; MYR 36,000 - 60,000; Full time

Job summary

A growing fintech startup is searching for a Customer Success Specialist (Telesales) in Kuala Lumpur. In this role, you will manage the entire customer journey, ensuring clear communication, regulatory compliance, and effective outcomes. You will focus on converting leads and achieving KPIs, all while delivering exceptional service. The ideal candidate has up to 3 years of customer-facing experience and thrives in a performance-driven environment. This position offers strong growth potential and performance-based incentives.

Benefits

Performance-based incentives

Comprehensive health insurance

Career progression opportunities

Structured onboarding and coaching

Qualifications

• Experience in a startup and/or fintech environment.
• Ability to work in a KPI-driven role and manage customer journeys.
• Bilingual ability is a plus, with Mandarin-speaking preferred.

Responsibilities

• Manage the full customer journey from onboarding to conversion.
• Own inbound and outbound customer engagements using a consultative approach.
• Match customers to appropriate financial partners.

Skills

Customer service

Telesales

Communication

Relationship-building

KPI-driven performance

Education

1–3 years of experience in customer service, telesales, or customer success

Job description

Fintech Startup | Full-Time | On-site - Kuala Lumpur Office

At Lendela, we are looking for a Customer Success Specialist (Telesales) who takes ownership, values team success, and is motivated by long-term growth. This is a role for someone who thrives in a KPI-driven environment and is passionate about delivering exceptional customer outcomes across the full customer journey.

In this role, you will be accountable for progressing customers from initial enquiry through to successful loan application with our financial partners. Success comes from strong customer understanding, accurate information sharing, and effective matching of customers to suitable loan options — supported by disciplined follow-ups and consistent performance against conversion targets.

What You’ll Own

As a Customer Success Specialist (Telesales), you will:

End-to-End Customer Experience Ownership

• Manage the full customer journey from onboarding to conversion and completion, with a strong focus on speed, clarity, and transparency, while ensuring strict alignment with regulatory and compliance guidelines.
• Build trust by clearly explaining regulatory requirements, setting honest expectations, communicating proactively, and resolving issues quickly — ensuring a seamless, high-quality experience across all customer touchpoints.

Telesales & Revenue Ownership

• Own inbound and outbound customer engagements using a consultative, needs-led approach that prioritises suitability and long-term trust.
• Convert qualified leads into successful outcomes while maintaining high service quality, clear communication, and ethical sales standards.
• Support customers through their application journey by clearly explaining eligibility criteria, documentation requirements, and next steps in line with regulatory guidelines.
• Match customers to appropriate financial partners based on suitability, risk profile, and lender criteria—ensuring fair, transparent outcomes.
• Consistently achieve weekly and monthly revenue KPIs while upholding strong customer experience, compliance, and service benchmarks.

Team & Company Ownership

• Contribute to team objectives and shared success
• Identify opportunities to improve processes and enhance customer experience
• Collaborate closely with teammates and cross-functional stakeholders
• Support a positive and accountable team culture

What Success Looks Like

You will:

• Consistently achieve call and conversion targets while improving operational efficiency & effective customer matchmaking
• Take full ownership of customer outcomes, ensuring accuracy, quality and accountability
• Demonstrate perseverance and professionalism when handling complex or time-sensitive cases
• Maintain high customer satisfaction and service standards
• Contribute to a unified team culture, supporting colleagues and working together regardless of role or seniority

Who You Are

You are someone who:

• Takes ownership of outcomes and is motivated by delivering positive customer experiences
• Values accuracy, suitability, and transparency in financial services
• Takes responsibility for follow-ups and customer progression
• Demonstrates strong communication and relationship-building skills
• Acts with professionalism and sound judgment when handling customer information
• Thrives in a KPI-driven environment
• Has experience in a startup and/or fintech environment, or enjoys working in dynamic, evolving organisations
• Is comfortable handling both inbound and outbound calls
• Is willing and able to work on Saturdays as part of a rotating schedule

What We Offer

• Base salary with performance-based incentives
• Structured onboarding, learning, and ongoing coaching
• Clear career progression opportunities in a growing fintech startup
• A supportive, collaborative, and performance-oriented environment
• Comprehensive health insurance coverage

Qualifications

• 1–3 years of experience in customer service, telesales, or customer success
• Comfortable working in a performance- and KPI-driven role
• Strong communication and relationship-building skills
• A team player with a growth mindset
• Bilingual ability is a plus, with Mandarin-speaking preferred

Apply Now

If you are driven by ownership, customer impact, and long-term growth, we’d love to hear from you.