Executive, Customer Experience

Deskripsi pekerjaan

e 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. As an Executive, Customer Experience, you are the frontline of client engagement at Funding Societies. You will handle inbound servicing while conducting structured outbound outreach — gathering feedback, deepening relationships, and surfacing financing opportunities. ### What you will do: ### Client Servicing & Support - Handle inbound client inquiries promptly and professionally via live chat, email, and hotline - Guide new clients through onboarding — document collection, KYC verification, and platform navigation - Support clients post-disbursement on repayment, account updates, renewal queries, and general servicing - Manage backend tasks including ticket logging, data entry, and account maintenance accurately and on time - Escalate complex or high-impact issues to the Assistant Manager/Management or relevant team with complete documentation. - Ensure internal SOPs and CRM records are strictly followed and kept up to date. ### Client Outreach & Voice of Customer (VOC) - Proactively reach out to existing clients via WhatsApp, phone calls, and scheduled office/site visits - Drive client retention and growth by executing a structured outreach sequence—including EDM, WhatsApp, calls, and in-person meetings—designed to deepen rapport and uncover new financing opportunities. - Conduct structured client feedback sessions to capture pain points across onboarding, application, repayment, and renewal touchpoints - Identify cross-sell and upsell opportunities surfaced during client interactions and either hand over to the relevant Sales team with context or process directly by the CX team for selected products. - Log all outreach activities, client conversations, and meeting outcomes in CRM within 1 working day - Collect and track Net Promoter Score (NPS) during client interactions to measure satisfaction and loyalty. ### Collaboration & Continuous Improvement - Analyze interaction data to identify trends and root causes of client friction. - Translate client sentiment into actionable recommendations for product and service improvements. - Work cross-functionally with Sales, Operations, and Marketing to support client initiatives, share insights, and advocate for CX-driven enhancements. - Drive service excellence by participating in forums to refine templates, streamline procedures, and support the testing and rollout of new tools or workflows. - Contribute to the internal knowledge base by highlighting FAQs, common objections, or service opportunities. ### Requirements What we are looking for: - 1–3 years of experience in customer success, client engagement, account management, or outbound client-facing roles - Comfortable with proactive outreach — making calls, sending WhatsApp messages, and conducting face-to-face client meetings - Strong verbal and written communication in English and Mandarin (**spoken Mandarin required for SME client base**) - Disciplined in documentation — able to log field notes, meeting outcomes, and client feedback consistently in CRM tools - Familiar with CRM platforms (HubSpot,Intercom preferred) - Strong listening and empathy skills; able to handle complaints and sensitive conversations professionally - Thrives in a high-growth, fast-paced environment; able to manage multiple priorities, and adapt quickly to changing business needs. ### 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 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? 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