Senior Executive, Customer Experience

What you will do:
-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.

What we are looking for:
-Have minimum 3 years experience in Customer Experience or Customer Support.
-Fluency in written and spoken English and Malay. Fluency in Mandarin 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.