About Us
At M-DAQ Global, we're on a mission to create a World without Currency Borders. We are a pioneering fintech group specialising in foreign exchange (FX) & payment solutions that facilitate seamless cross-border transactions for businesses worldwide.
Headquartered in Singapore, our vibrant and diverse team spans six countries and territories. We foster a dynamic environment where individuals can contribute to a comprehensive suite of solutions, from advanced FX and streamlined collections to AI-driven onboarding and enhanced risk management. If you're passionate about making a tangible impact in the global financial landscape, and eager to grow within a company that's constantly innovating, M-DAQ Global offers a unique opportunity.
Join us and be part of the team powering faster, smarter cross-border payment and FX solutions for Asia and the world.
For more information, please visit: www.m-daq.com.
About the Role
As Senior Associate, Client Experience, you will be responsible for overseeing the technical onboarding and post-sales customer support / success. This includes engaging with the client and coordinating with internal stakeholders on day-to-day transaction usage.
This role requires strong customer-centric mentality to deliver a satisfactory experience to clients, and stakeholder management skills to consult with relevant subject-matter experts to collectively identify and deliberate on customer-related requirements.
Key Responsibilities
- Collaborate with the Sales team to provide support for clients usage of our platform.
- Resolve transaction-related issues pertaining to both payments and collections efficiently.
- Collaborate with the Transaction Monitoring team to collect necessary supporting documentation from clients for underlying transactions.
- Coordinate with the Operations team to facilitate and support the refund process for rejected payments and collections.
- Liaise with the Engineering team to support the technical integration of clients onto the platform.
- Identify, report, and track any system-related issues affecting clients to ensure prompt resolution.
- Manage system static data configurations, including markups, fees, and other relevant parameters.
- Proactively identify and resolve issues impacting the overall client experience.
- Escalate critical client issues or systemic problems to senior management when necessary, ensuring timely and effective resolution.
Requirements
- Bachelor's degree in a relevant field e.g., business, engineering, or related discipline.
- 3-5 years experience in client onboarding or related roles
- Experience in REST APIs system integrations or client support is strongly preferred.
- Proficiency in English and Mandarin, as the role will require effective communication with stakeholders in both languages.
- Experience in handling clients from Hong Kong and Mainland China is a strongly preferred
- Exceptional organizational skills and ability to handle multiple priorities in a fast-paced environment
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
