Job Description

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Funding Societies | Modalku is the largest SME digital financing platform in Southeast Asia. We are licensed in Singapore, Indonesia, Thailand, and registered in Malaysia. We are backed by Sequoia India and Softbank Ventures Asia Corp amongst many others and provides business financing to small and medium-sized enterprises (SMEs), which is crowdfunded by individual and institutional investors. And here at Funding Societies | Modalku we live by our core values:

• Serve with Obsession: Build win-win relationships for the long-term by having a customer obsession.
• 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.

We are looking for a customer centric individual who has a knack of continuous improvement for our dynamic and lean CX team. Our ideal teammate should be good at engaging leads in our conversion funnel, mainly focusing on converting leads to potential investors throughout the customer journey. And you should enjoy working in a fast-paced start-up environment.

What you will do:

• Delivering a best in class customer experience in person and via our omni-channel support. Engaging customers with speed, empathy and effectiveness, while building trust-based and enduring relationships.
• Prospecting, qualifying and generating new investor leads.
• On-boarding customers by processing their applications and performing KYC checks.
• Implement and improve customer engagement strategies necessary to convert leads.
• Taking ownership of customer success metrics, from a company to a personal level.
• Demonstrating strong personal values and a commitment that is in line with our mission and company values.
• Job function listed is not exhaustive and can include other responsibilities as assigned.

Requirements:

What we are looking for:

• Have 1 - 2 years experience in Customer Experience or Customer Support, and telemarketing will be an advantage.
• Fluency in written and spoken English, Malay and Chinese.
• Experience in both inbound and outbound via omni-channel will be an added advantage.
• Professional phone and email etiquette - ability to follow up and qualify leads, present the solution and handle questions, objections or other inquiries.
• Persuasive and possesses strong negotiation skills to get investors onboard. And able to maintain strong client relationships.
• Self-motivated, meticulous and able to work independently to achieve defined targets.
• 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.

What it is in for you:

• Explore and contribute to continuous improvement projects.
• Nurture, qualify and follow up leads from multiple sources.
• Manage and maintain data for new and prospective clients, ensuring all communications are logged, information is relevant and accurate.
• Discretion on how to apply a vast array of metrics and data to solve challenging and interesting problems.
• Assist Managers on all things that impact the customer experience, including process, automation, UI/UX and much more.

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 back 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 have Wellness Wednesdays and we engage partners to provide well-being coaching. And we have our Great FSMK Workout sessions too to keep everyone healthy and fit!
• Learning & Development - We believe learning should never end and we support everyone with curated learning programs on our internal learning platform.
• Tech Support - We provide a company laptop for our employees and the best possible support for the right equipment/tools to enable high productivity

Funding Societies