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Customer Experience Professional

2 weeks ago

Kuala Lumpur, Kuala Lumpur, Malaysia PT Mitrausaha Indonesia Grup Full time

About Us

Funding Societies | Modalku is a leading digital financing platform in Southeast Asia, providing business financing to small and medium-sized enterprises (SMEs) through crowdfunding. Our innovative approach has made us the largest SME digital financing platform in the region.

We are committed to 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.

About the Job

We are seeking a customer-centric individual who can deliver a best-in-class customer experience. The ideal candidate will have a knack for continuous improvement and enjoy working in a fast-paced start-up environment.

Responsibilities

  • Customer Engagement: Delivering a best-in-class customer experience in person and via our omni-channel support.
  • On-boarding Customers: On-boarding customers by processing their applications and performing KYC checks.
  • Operational Tasks: Performing any day-to-day operational tasks under the CX team's portfolio.
  • Reporting: Assisting in preparing reports.
  • Customer Success Metrics: Taking ownership of customer success metrics, from a company to a personal level.
  • Personal Values: Demonstrating strong personal values and a commitment that is in line with our mission and company values.

Requirements

  • Experience: 1 - 2 years experience in Customer Experience or Customer Support.
  • Language Skills: Fluency in written and spoken English and Malay. Fluency in Chinese will be a huge added advantage.
  • Skills: Experience in both handling customers' inquiries and operation will be an added advantage. Experience in Excel and report preparation.
  • Persuasion and Communication: 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.
  • Adaptability: You're the first to roll up your sleeve in any BAU and ad-hoc tasks.
  • Industry Knowledge: Having experience in the financial services or fintech industries will be an advantage.

What We Offer

  • Continuous Improvement: Explore and contribute to continuous improvement projects.
  • Problem-Solving: Solve problems and challenge the status quo in our daily tasks.
  • Data Analysis: Discretion on how to apply a vast array of metrics and data to solve challenging and interesting problems.
  • Managerial Support: Assist Managers on all things that impact the customer experience, including process, automation, UI/UX and much more.

Benefits

  • Work-Life Balance: 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.
  • Flexible Working: 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: 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: 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 and Development: Learning & Development: We believe learning should never end and we support everyone with curated learning programs on our internal learning platform.
  • Tech Support: Tech Support: We provide a company laptop for our employees and the best possible support for the right equipment/tools to enable high productivity.