Client Experience Executive
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About Us
M-DAQ Global is a pioneering fintech group specialising in foreign exchange (FX) & payment solutions that facilitate seamless cross-border transactions for businesses worldwide. Our proprietary technology empowers both large enterprises and SMEs to navigate international trade with FX clarity, certainty, and payment mobility.
Headquartered in Singapore with an expanding presence across 7 countries and territories, M-DAQ Global provides a comprehensive suite of FX, collections, and payment solutions, as well as value-added services such as AI-driven KYB onboarding and enhanced risk management solutions, enabling businesses to transact across borders with ease amidst evolving needs.
For more information, please visit: www.m-daq.com.
About the role
The Client Experience Executive will play a key role in ensuring customer satisfaction by providing timely and effective support across various stages of the customer journey. This role involves handling customer inquiries, managing customer accounts, troubleshooting issues, and collaborating with internal teams to resolve payment-related queries. The ideal candidate will be proactive, detail-oriented, and possess strong communication skills to enhance the overall customer experience.
Job Description:
- Address customer queries in a professional and timely manner, ensuring customer satisfaction is maintained.
- Manage and maintain customer accounts by updating information, tracking issues, and following up with customers for administrative purposes.
- Provide troubleshooting assistance to customers to resolve issues and ensure a seamless experience. Collaborate with internal teams to resolve complex cases when necessary.
- Assist the sales team with onboarding new customers by providing pre-transaction support and ensuring a smooth onboarding process.
- Handle both pre-transaction and post-transaction customer queries/requests, working closely with Operations, Compliance, Technology, and Treasury teams to resolve payment-related issues.
- Clear any pending compliance-related queries efficiently, liaising with banks and liquidity partners to ensure all necessary requirements are met.
- Develop a deep understanding of all internal platforms, systems, processes, and the CRM tool, becoming an expert in navigating and using these tools for efficient customer support.
- Report any unusual activity or escalated issues to the supervisor, ensuring timely and proper resolution.
Requirements:
- Diploma or Bachelor's degree in any field.
- 1-3 years of experience in customer service, support, or a related role
- Strong verbal and written communication skills, with the ability to explain complex issues clearly and simply
- Excellent problem-solving abilities and conflict resolution skills, with a customer-first mindset
- Familiarity with CRM systems and best practices.
- Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).
- Ability to handle multiple tasks, prioritize effectively, and manage time efficiently.
- A positive, team-oriented attitude, with the ability to collaborate cross-functionally.
Why Us?
- Make a positive impact on the world’s economy by creating a World without Currency Borders
- Team Innovation Mindset, People-Oriented
- Challenging environment, offering great opportunities to learn and grow
- Creative and Innovative Workplace
- We offer competitive remuneration, including employee stock options and employee benefits
About Us
M-DAQ Global is a pioneering fintech group specialising in foreign exchange (FX) & payment solutions that facilitate seamless cross-border transactions for businesses worldwide. Our proprietary technology empowers both large enterprises and SMEs to navigate international trade with FX clarity, certainty, and payment mobility.
Headquartered in Singapore with an expanding presence across 7 countries and territories, M-DAQ Global provides a comprehensive suite of FX, collections, and payment solutions, as well as value-added services such as AI-driven KYB onboarding and enhanced risk management solutions, enabling businesses to transact across borders with ease amidst evolving needs.
For more information, please visit: www.m-daq.com.
About the role
The Client Experience Executive will play a key role in ensuring customer satisfaction by providing timely and effective support across various stages of the customer journey. This role involves handling customer inquiries, managing customer accounts, troubleshooting issues, and collaborating with internal teams to resolve payment-related queries. The ideal candidate will be proactive, detail-oriented, and possess strong communication skills to enhance the overall customer experience.
Job Description:
- Address customer queries in a professional and timely manner, ensuring customer satisfaction is maintained.
- Manage and maintain customer accounts by updating information, tracking issues, and following up with customers for administrative purposes.
- Provide troubleshooting assistance to customers to resolve issues and ensure a seamless experience. Collaborate with internal teams to resolve complex cases when necessary.
- Assist the sales team with onboarding new customers by providing pre-transaction support and ensuring a smooth onboarding process.
- Handle both pre-transaction and post-transaction customer queries/requests, working closely with Operations, Compliance, Technology, and Treasury teams to resolve payment-related issues.
- Clear any pending compliance-related queries efficiently, liaising with banks and liquidity partners to ensure all necessary requirements are met.
- Develop a deep understanding of all internal platforms, systems, processes, and the CRM tool, becoming an expert in navigating and using these tools for efficient customer support.
- Report any unusual activity or escalated issues to the supervisor, ensuring timely and proper resolution.
Requirements:
- Diploma or Bachelor's degree in any field.
- 1-3 years of experience in customer service, support, or a related role
- Strong verbal and written communication skills, with the ability to explain complex issues clearly and simply
- Excellent problem-solving abilities and conflict resolution skills, with a customer-first mindset
- Familiarity with CRM systems and best practices.
- Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).
- Ability to handle multiple tasks, prioritize effectively, and manage time efficiently.
- A positive, team-oriented attitude, with the ability to collaborate cross-functionally.
Why Us?
- Make a positive impact on the world’s economy by creating a World without Currency Borders™
- Team Innovation Mindset, People-Oriented
- Challenging environment, offering great opportunities to learn and grow
- Creative and Innovative Workplace
- We offer competitive remuneration, including employee stock options and employee benefits
