Customer Experience Lead

5 days ago

Kuala Lumpur, Kuala Lumpur, Malaysia Funding Societies Full time

Funding Societies | Modalku Overview

We are a leading SME digital financing platform in Southeast Asia, licensed and registered in Singapore, Indonesia, Thailand, Malaysia, and operating in Vietnam. Backed by prominent investors, we provide business financing to small and medium-sized enterprises (SMEs), which is crowdfunded by individual and institutional investors.

Our core values drive our success:

  • 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.

About the Role

We seek a highly motivated individual to join our dynamic and lean CX team as a Customer Experience Lead. As a key member of our team, you will be responsible for delivering exceptional customer experiences across various channels.

Key Responsibilities

  • Deliver Best-in-Class Customer Experiences:
    • Engage customers with speed, empathy, and effectiveness while building trust-based relationships.
    • Process customer applications and perform KYC checks efficiently.
    • Perform day-to-day operational tasks under the CX team's portfolio.
    • Assist in preparing reports to track customer success metrics.
  • Develop Strong Customer Relationships:
    • Demonstrate strong personal values and commitment to our mission and company values.
    • Build lasting relationships with customers through empathetic communication.
  • Improve Processes and Operations:
    • Identify areas for improvement in customer engagement and processes.
    • Collaborate with the CX team to implement process improvements.

Requirements

To succeed in this role, you will need:

  • 1 - 2 years of experience in Customer Experience or Customer Support.
  • Fluency in written and spoken English and Malay. Fluency in Chinese is an added advantage.
  • Experience in handling customer inquiries and operations is beneficial.
  • Strong Excel skills and ability to prepare reports.
  • Critical thinking skills, self-motivation, and attention to detail.
  • Persuasive interpersonal skills and ability to maintain client relationships.

What We Offer

You'll enjoy a range of benefits, including flexible time off, flexible working arrangements, medical benefits, mental health support, learning opportunities, and tech support.

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