Customer Experience Assistant Manager

3 weeks ago

Kuala Lumpur, Malaysia Funding Societies | Modalku Group Full time

**Funding Societies | Modalku** is the largest SME digital financing platform in Southeast Asia. We are licensed and registered in Singapore, Indonesia, Thailand, Malaysia, and operating in Vietnam, and backed by Sequoia India and Softbank Ventures Asia Corp amongst many others and provides business financing to small and medium-sized enterprises (SMEs), which is crowdfunded by individual and institutional investors.

**And here at Funding Societies | Modalku we live by our core values**:

- **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.

**What you will do**:

- Oversee and assist to manage the Customer Experience team, ensuring efficient and effective daily operations.
- Supervise, guide and monitor the team in delivering a best in class customer experience via our omni-channel support.
- Act as a dependable resource, ready to provide support and fill in for team members on daily operations as required.
- Develop and implement customer engagement and process improvement strategies.
- Collaborate with cross-functional teams to execute strategic projects aimed at enhancing customer experience and achieving business objectives.
- Monitor performance metrics and provide regular reports and insights to manager.
- Demonstrating critical thinking, problem solving and a commitment that is in line with our mission and company values.
- Job function listed is not exhaustive and can include other responsibilities as assigned.

**Requirements**:
**What we are looking for**:

- Have at least 3 years of experience in Customer Experience or Customer Success role, preferable in the financial services or fintech industries.
- Strong leadership and interpersonal skills, with the ability to motivate and inspire teams to achieve goals and experience in team’s management.
- Demonstrated ability to execute strategic projects and drive results.
- Detail-oriented with strong analytical and problem-solving abilities.
- Familiarity with CRM systems and customer engagement tools is an advantage.
- Prior experience in customer onboarding and AML will be an advantage.
- Self-motivated and capable of working independently as well as collaboratively in a fast-paced environment.
- Adaptable and flexible, with the ability to thrive in a dynamic and evolving organization.

**What it is in for you**:

- Dynamic and lean team
- Opportunities for learning and growth
- Quarterly team outing & hangout

**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 back 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 have Wellness Wednesdays and we engage partners to provide well-being coaching. And we have our Great FSMK Workout sessions too to keep everyone healthy and fit
- **Learning & Development** - We believe learning should never end and we support everyone with curated learning programs on our internal learning platform.
- **Tech Support** - We provide a company laptop for our employees and the best possible support for the right equipment/tools to enable high productivity

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