Experience Engagement Specialist

Monee is a part of Sea, a global technology company. Monee's mission is to better the lives of individuals and businesses in our region with financial services through technology. Monee's offerings include mobile wallet services, payment processing, credit offerings, and related digital financial services and products. These are available in seven markets across Southeast Asia and Taiwan under various brands, including ShopeePay, SPayLater, and other brands.

Job Description:

This role delivers customer-centric support by addressing inquiries, managing feedback through digital channels, and ensuring timely resolution of issues across various touchpoints. This role collaborates with internal teams to enhance customer experience, support UAT efforts, and monitor social media sentiment to proactively manage the company's reputation and service quality.

Customer Service & Inquiry Resolution

Deliver customer-centric support by researching, resolving, and responding promptly to inquiries from both prospective and existing clients.

Provide efficient and professional service across various channels, escalating complex issues to the appropriate departments when necessary.

Customer Communication & Feedback Management

Utilize Electronic Direct Mail (EDM) to communicate with customers and analyze feedback from Net Promoter Score (NPS) and Customer Satisfaction (CSAT) surveys to identify pain points and service improvement opportunities.

Maintain accurate records of customer interactions, feedback, and issue resolution using CRM and Community Dashboard systems, including proper tagging and documentation.

Policy Support & Relationship Management

Handle policy servicing requests and product-related concerns with a focus on professionalism and customer satisfaction.

Sustain strong client relationships through consistent, high-quality engagement and issue resolution.

Cross-Functional Collaboration

Collaborate closely with internal teams including marketing, commercial/business, and product development to develop consumer-focused content and initiatives.

Assist in aligning messaging and product positioning with customer insights and feedback.

User Acceptance Testing (UAT) & CRM Development

Support the user acceptance testing process for customer relationship management tools by coordinating with stakeholders to ensure system alignment with user expectations and business goals.

Social Media Monitoring & Reputation Management

Actively monitor and respond to customer feedback and issues posted on social media platforms in a timely and constructive manner.

Conduct regular keyword-based searches across major platforms to identify company mentions and proactively manage brand reputation.

Culture & Values Promotion

Champion a value-driven, customer-first culture across the department and organization, reinforcing high service standards and collaborative work ethics.

Requirements:

Bachelor's Degree / 4-Year Course Graduate

At least 1-2 years of relevant experience

Communication & Interpersonal Skills

Excellent verbal and written communication skills, with the ability to convey information clearly and professionally across all levels of the organization.

Strong interpersonal skills with a focus on active listening, empathy, and the ability to build trust and rapport with clients and internal teams.

Demonstrated ability to deliver exceptional customer support through various channels, including email, CRM, and social media.