Funding Societies | Modalku Group

Senior Executive, Customer Experience

Funding Societies | Modalku Group

full-time

Posted on:

Location Type: Hybrid

Location: Kuala Lumpur • Malaysia

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Job Level

Senior

About the role

  • Support CX Lead in the development, documentation, and continuous improvement of SOPs, ensuring operational consistency and regulatory compliance.
  • Drive end-to-end Customer Experience operations, including KYC processing, customer and investor communications, and service execution, working closely with the operations team.
  • Support crowdfunding and investor-related CX activities, including investor communications and operational workflows.
  • Manage and develop customer-facing knowledge resources, including partner, SME, and investor article centers, to improve engagement and self-service adoption.
  • Respond to customer and investor inquiries across multiple platforms, including digital channels and social media, with speed, empathy, and professionalism.
  • Support investor onboarding, conversion, and engagement initiatives, contributing to customer satisfaction, retention, and growth.
  • Take ownership of customer experience metrics, including NPS, CSAT, and customer feedback programs, translating insights into actionable improvements.
  • Collaborate with internal and external stakeholders to deliver CX initiatives aligned with business objectives.
  • Contribute to ad-hoc projects and strategic initiatives as assigned by the CX Lead.

Requirements

  • Have minimum 3 years experience in Customer Experience or Customer Support.
  • Fluency in written and spoken English and Malay. Fluency in Chinese 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.
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.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
KYC processingcustomer experience metricsNPSCSATreport preparationcustomer feedback programs
Soft Skills
critical thinkingself-motivatedmeticulouspersuasiveinterpersonal skillsclient relationship management