Executive, Customer Experience

• 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.

• 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.

• 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.

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.