Customer Operations & Contracts Executive

Company Description

WORQ is a flexible-office and community company, with products in coworking spaces, community app, enterprise solutions and looking to grow its offerings to better service and innovate the real estate market. As an innovation firm in this industry, WORQ is a venture capital-backed startup invested by Cradle, 500 Start-Ups, Phillip Capital, Space Matrix ( a sister company of Jungle Ventures ), as well as private investors from Goldman Sachs and Temasek. Winning 5 awards including, Voted the Best Coworking Space of Malaysia by the Malaysia Rice Bowl Startup Awards in 2017, Coworker Member’s Choice Award winner in 2018, Outstanding Incubator / Coworking Space Winner in 2018, Coworker Member’s Choice Award winner for Kuala Lumpur category in 2019 and Coworker Member’s Choice Awards winner with 300,000 sqft of space and growing, housing over 281 companies, we have been able to fuel collaboration on a scale never seen before in Malaysian entrepreneurship history. 

WORQ’s fast growth in a sustainable manner has garnered the continued support and investment from the VC world including its latest third round of financing completed amidst COVID-19 with backing from seven follow-on investors, signifying investor confidence in its potential. Its sustainability and risk management is bar none and endorsed by six of the major banks in Malaysia extending loan offers to WORQ, passing the stringent risk test of traditional banks. With a strong base, WORQ is poised to capitalize on the fast-growing flexible office market to reach its vision of making people prosper by working together. It's a massive dream, and we're working passionately to fulfill it. We can't do it alone though - this is where you come in.

Job Description

• Job Summary:
• At WORQ, our mission is to create spaces where businesses thrive—and that starts with delivering a seamless, trustworthy experience for every customer.

We’re seeking a Customer & Billing Executive who takes pride in doing things right: ensuring contracts are accurate, payments are on track, and customers feel supported from the very first interaction.

This role works closely with our Sales, Legal, and Operations teams to safeguard compliance, minimize risk, all while keeping the customer experience at the heart of every process.

Job Responsibilities:

Customer & Contract Excellence

• Partner with the sales team to monitor the sales process and perform background checks, ensuring customers meet our risk management standards.
• Collaborate with legal counsel to prepare and review contracts, guaranteeing accuracy in customer details, commercial terms, and signing protocols.
• Ensure customers transition smoothly to outlet operations once all move-in conditions (e.g., deposit, signed contract) are fulfilled—providing clear updates to keep customers informed and confident.
• Create, maintain, and regularly update accurate membership records in the customer database/CRM system.
• Ensure all customer details, contract terms, and billing information are current and consistent across platforms.
• Customer Renewals & Loyalty
• Track contract renewal timelines and proactively align with Key Account Managers on upcoming renewals, customer touch points, and evolving needs.
• Support initiatives to strengthen customer relationships, ensuring loyalty and minimizing churn.

Customer Enquiries & Support

• Serve as a key contact for customer enquiries related to contracts, billing, or account matters, responding promptly and professionally.
• Work with internal teams to resolve issues quickly while maintaining a positive, solutions-focused experience for customers.

Billing & Payment Management

• Maintain up-to-date and accurate customer payment records with a commitment to precision and transparency.
• Monitor outstanding balances, follow up proactively, and handle sensitive billing matters with professionalism and integrity.
• Assist in preparing monthly revenue reports and financial analytics to support management decisions.
• Identify and share insights to improve processes that enhance customer satisfaction and financial accuracy.

Reporting & Insights

Finance Team Support

• Contribute to other finance-related tasks as needed, taking ownership of assignments and driving them to completion.

Qualifications

Requirements:

1. Diploma or Degree in Accounting, Finance, Business Administration, or related field.
2. 1–3 years of experience in finance, customer administration, or contract management (fresh graduates with strong internship experience are welcome to apply).
3. Customer-first mindset with strong attention to detail and a proactive approach to problem-solving.
4. Demonstrated integrity and accountability—you take ownership of your work and follow through with accuracy and reliability.
5. Strong communication skills to work cross-functionally with sales, legal, and operations teams.
6. Proficiency in Microsoft Excel/Google Sheets; experience with accounting or CRM systems is a plus.

Additional Information

Why Join Us

• Be part of a fast-growing coworking space company that values people and community.
• Play a key role in delivering a smooth, transparent, and delightful experience for every customer.
• Join a team culture built on accountability, trust, and continuous learning, with room to grow your career across multiple disciplines.