Executive, Customer Experience

Executive, Customer Experience

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.

As an Executive, Customer Experience you are the first line of support and engagement for our clients. You will ensure every interaction reflects our commitment to excellent service, guiding customers through onboarding, supporting them post-disbursement, and helping gather actionable insights to enhance their experience. This is an individual contributor role with high exposure to both clients and internal stakeholders.

What you will do:

Client Servicing & Support

• Respond to client inquiries professionally and promptly via live chat, email, and hotline.
• Deliver consistent, high-quality service across all communication channels.
• Guide new clients through onboarding steps, including document collection, KYC, and platform navigation.
• Support post-onboarding activities such as repayment inquiries, status tracking, and general servicing.

Operational Execution

• Manage backend tasks such as account updates, data entry, and ticket tracking in a timely and accurate manner.
• Ensure internal SOPs and CRM records are followed and kept up to date.
• Escalate complex or high-impact issues to the Assistant Manager or relevant team with complete documentation.

Feedback & Engagement

• Proactively reach out to clients for feedback and satisfaction checks post-onboarding or post-resolution.
• Document customer feedback, issues, and common pain points for internal discussion.
• Participate in internal brainstorming to improve customer experience touchpoints.

Collaboration & Learning

• Share client insights and service learnings regularly with the team to improve consistency and responsiveness.
• Work closely with internal teams to support implementation of client-facing enhancements.
• Assist in testing or rolling out new CX tools or service flows when needed.