Customer Experience Executive (Contract)

Description

Funding Societies | Modalku is the largest SME digital finance 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.

What will you do:

• Delivering a best in class regional customer experience via our omni-channel support (phone, email, chat). Engaging customers with speed, empathy and effectiveness, while building trust-based and enduring relationships.
• Taking ownership of customer success metrics, including NPS, CSAT, from a company to a personal level.
• Keeping ahead of industry developments and applying best practices to areas of improvement.
• Collaborating with internal stakeholders to develop campaigns, service procedures, policies and standards that maintain a world class customer experience. 
• Demonstrating strong personal values and a commitment that is in line with our mission and company values

Requirements

What are we looking for:

• Have attention to detail and a strong sense of accountability.
• Have 1-2 years experience in Customer Experience or Customer Support.
• You’re the first to roll up your sleeve in any BAU and ad-hoc tasks.
• Enjoy working in fast-paced start-up environments, where uncertainty is a given!
• Proficiency in English both written and verbal is required.

Benefits

•  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.
•  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? Learn about our Stories here.