The Mission

Direct Lending is a fast-growing, award-winning lending fintech on a mission to empower people’s lives with simple and responsible financing. Having built a sustainable, profitable foundation, we are now entering a scaling-up phase. Our roadmap is clear: scale our needs-based financing, grow our revenue 5X and become IPO-ready by 2030.

We are looking for a Customer Happiness Executive who treats every customer interaction as a chance to leave someone better off than we found them. You will be the calm, capable voice our customers hear — answering questions, solving problems, and turning everyday support moments into the reason customers tell their friends about us.

The Opportunity

Our team has earned over 10,000 five-star Google reviews — and every one of them was built on a single helpful conversation. At Direct Lending, success isn’t measured by how many tickets you close, but by how many customers leave you feeling genuinely taken care of. You will sit at the heart of that reputation: protecting it, growing it, and helping us scale it as we grow toward IPO.

Why Join Direct Lending?

• Work That Actually Helps People: You won’t be reading scripts to upset strangers — you’ll be helping real customers solve real money problems, often at the most important moments of their lives.
• A Reputation Worth Protecting: Our 10,000+ five-star Google reviews are the result of customer service done right. You inherit that standard — and a team obsessed with raising it.
• Voice That Carries: Customer feedback you surface goes straight to Product, Credit, and Operations. We act on what you hear — fast.
• Grow Fast in a Flat Team: Open, flat office culture with clear pathways into Senior Executive, Team Lead, and CX specialist tracks as the team scales.
• Work Where You’ll Actually Enjoy It: Hybrid working, casual dress code, modern office right next to the TTDI MRT station, pantry stocked with free snacks, coffee, and tea, plus EPF, SOCSO, annual leave, and medical benefits.

Your Core Responsibilities

Frontline Customer Support

• Respond to inbound customer enquiries across WhatsApp, email, phone, and social channels — quickly, clearly, and with empathy.
• Handle account-related requests such as statement copies, repayment clarifications, profile updates, and document submissions.
• Guide customers through repayment options, due-date adjustments, and self-service tools when they need help understanding their loan.

Issue Resolution & Escalation

• Investigate customer issues end-to-end, coordinating with Credit, Operations, Collections, and Product to find the right resolution — not just the fastest one.
• Identify high-risk or sensitive cases early and escalate to a Senior Executive or Team Lead with a clear summary and recommended action.
• Own the complaint loop: acknowledge fast, resolve fairly, and close out with a follow-up so the customer feels heard.

Voice of the Customer

• Capture themes, friction points, and recurring questions from customer conversations and feed them into a structured weekly insight log.
• Partner with Product and Operations to translate what you hear into process fixes, content improvements, and feature requests.
• Help maintain and improve our knowledge base, FAQs, and reply templates so the whole team can deliver consistent, high-quality answers.

Service Quality & Reviews

• Help protect and grow our five-star Google review reputation by delivering experiences customers genuinely want to talk about.
• Meet and exceed personal SLAs for response time, resolution time, and customer satisfaction scores.

Who You Are

Must Have

• Customer-first mindset — you genuinely enjoy helping people, especially when they’re stressed or confused.
• Strong written and verbal communication in English and Bahasa Malaysia. Additional Mandarin or other languages are a plus.
• Patience and emotional steadiness — you keep your tone warm and professional even on difficult calls or messages.
• Responsive and reliable — you follow through, close the loop, and own your customers’ outcomes.
• Attention to detail, organised, and comfortable juggling multiple conversations across channels without dropping the ball.
• Team-oriented, hungry to learn, and willing to take ownership.

Bonus

• Previous experience in customer service, contact centre, hospitality, retail, or a financial services role.
• Comfort working with CRMs, ticketing tools, WhatsApp Business, and basic spreadsheet workflows.
• Familiarity with lending, credit, or banking products.
• A curious streak — you spot the difference between a one-off complaint and a systemic problem worth fixing.

Fresh Graduates Welcome

No prior customer service or finance experience required — full training will be provided. If you communicate well, care about people, and want to build a career in a high-growth fintech, we want to hear from you.

Ready to be the reason customers leave us another five-star review?

Apply now and help us build the most trusted lending experience in Malaysia.