Executive/Senior Executive, Customer Experience

Funding Societies | Modalku Group; Kuala Lumpur; On-site; MYR 36,000 - 60,000; Full time

Benefits offered by this job

Flexible vacations

Flexible working

Medical benefits

Mental health & wellness

Tech equipment provided

Job summary

Funding Societies | Modalku invites a customer-centric teammate to join our lean CX team, focusing on investment products and guiding leads through the conversion funnel.

You will deliver omnichannel support, handle investor onboarding and operations, and collaborate across teams in a fast-paced fintech environment to continuously improve the customer experience and outcomes.

Qualifications

• 1–2 years experience in Customer Experience or Customer Support.
• Fluent in English and Malay; Thai/Chinese a plus.
• Experience handling inquiries and operations is a plus.
• Experience with Excel and reporting.

Responsibilities

• Deliver quality customer support across omnichannel channels (calls, emails, live chat).
• Handle inquiries and requests professionally with timely follow-up and resolution.
• Manage day-to-day investor-related operations such as onboarding and funding.
• Ensure investor requests and processes are handled accurately within timelines.
• Collaborate with internal teams to support daily operations.
• Demonstrate professionalism and alignment with company values.
• Handle other operational duties and ad-hoc assignments as required.

Skills

Customer Experience

Customer Support

English proficiency

Malay proficiency

Excel

Data reporting

Attention to detail

Independent worker

Stakeholder management

Fintech experience

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-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 leads throughout the conversion funnel, guiding them into becomingpotential 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 quality customer support across omnichannel channels, including inbound and outbound calls, emails, and live chat.
• Handle customer enquiries and requests professionally and efficiently, ensuring timely follow-up and resolution in line with established service standards.
• Handle day-to-day investor-related operations such as onboarding, funding activities, compliance monitoring
• Ensure investor requests and operational processes are handled accurately and within the required timelines.
• Work collaboratively with internal teams to support smooth day-to-day operations.
• Demonstrate professionalism, accountability, and alignment with company values.
• Handle other operational duties and ad-hoc assignments as required.

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 written and spoken in Thai, Chinese and other languages 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.

• 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.