Customer Success Executive
Funding Societies | Modalku is the largest SME digital financing platform in Southeast Asia, expanding into a leading SME neobank. We are licensed and registered in Singapore, Indonesia, Thailand, Malaysia, and operating in Vietnam, and backed by Sequoia India, Softbank Vision Fund 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.
And 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 a Customer Success Executive, you’ll provide a best in class client experience to acquire and retain customers, helping to overachieve company’s growth goals and reset the bar! You’ll build strong relationships with partners, have excellent communication skills and know how to articulate Elevate value proposition, resolve customer queries, pre-empt customer needs and provide thoughtful support to convert leads to users and drive continued engagement.
What you will do :
- Manage customer servicing efforts in Indonesia, via online chat, email and phone channels, always ensuring an exceptional customer experience.
- Quickly resolve issues related to payment processing and customer experience, so that the customer is never adversely impacted.
- Support the account managers to convert warm prospects to customers, growing revenue and delivering an outstanding customer experience.
- Articulate Elevate’s value proposition to the customer, setting up product demo’s to explain how to use the platform and quickly resolving any customer enquiries.
- Identify and implement a best-in-class customer servicing strategy and train new team members.
- Own the NPS Score, and continuously search for ways to increase the number of promoters, and quickly plan and implement feedback provided.
- Work closely with the Product team to continuously own and develop customer-facing resources
- Develop an in-depth understanding of Elevate’s CRM system and always ensure 100% data integrity and usage of the system.
- Have a deep understanding of Elevate’s risk and compliance guidelines and ensure these are always adhered to.
- 3+ years of customer servicing experience in payments or fintech
- A passion for meeting the needs of the customer and generating maximum benefit from each customer interaction.
- Personal qualities of integrity, credibility and driving results quickly
- Proven track record of multi-tasking in a fast-paced environment.
- Team player - no politics!
- Excellent communication skills and personal qualities of integrity, credibility and quality
- 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