Customer Success Manager - Personal Loans (Singapore Market)

Company Overview:

Lendingpot is an innovative personal loans aggregator based in Singapore with a recent expansion into Malaysia. We specialize in simplifying the loan process by connecting borrowers with a broad range of licensed moneylenders. We are currently seeking a Customer Success Manager to support our Singaporean clients from Malaysia. In this role, you will guide customers through the loan application journey, leveraging phone and chatbot interactions to provide timely assistance, answer inquiries, and ensure a smooth application process. Your focus will be on building strong client relationships, driving loan closures, and enhancing the overall customer experience, while collaborating with our internal team to refine processes and stay informed about industry trends.

Role Overview:

As the Customer Success Manager at Lendingpot, you will be stationed at our IFS Malaysia Office to support our dynamic business in Singapore. If you're driven and ready to contribute, join our team and play a key role in shaping the success of Lendingpot's customer experience!

Contract Duration: 12 months (potential for full-time conversion based on performance and working relationship)

Location: Malaysia (supporting Singapore customers)

Responsibilities:

• Interact with Singaporean customers primarily via phone and chatbot to guide them through the personal loan application process.
• Utilize automated chatbot functionalities to assist customers in their loan inquiries and provide prompt responses.
• Answer customer enquiries regarding loan terms, eligibility, and other related matters.
• Be proactive in following up with borrowers and lenders to ensure a smooth loan application process.
• Assist clients in booking appointments with lenders and help facilitate communication between parties.
• Maintain a strong focus on sales orientation to drive loan closures and achieve performance targets.
• Engage with customers from diverse ethnic backgrounds, requiring fluency in English, Chinese, and Malay languages.
• Establish and maintain positive, long-term relationships with clients to promote customer loyalty.
• Collaborate with the internal team to continuously improve processes and enhance customer experience.
• Keep abreast of industry trends and market changes to provide relevant information to customers.
• Ensure compliance with company policies, procedures, and regulatory guidelines.

Requirements:

• Proficiency in spoken and written English, Chinese, and Malay languages is essential.
• Excellent communication and interpersonal skills to effectively engage with customers.
• Prior experience in sales or customer-facing roles is advantageous but not mandatory.
• Ability to work in a fast-paced environment and handle multiple customer interactions simultaneously.
• Demonstrated problem-solving skills to address customer concerns and resolve issues effectively.
• Comfortable working with automated chatbot functionalities and learning new technological tools.
• Strong organization and time-management abilities to meet customer needs promptly.
• Result-driven and goal-oriented mindset with a track record of meeting or exceeding sales targets.
• Adaptability and willingness to learn about personal loan products and processes.
• Self-motivated, proactive, and able to work independently as well as part of a team.