Customer Experience Specialist - Hybrid & Process Improvement

Hidden; Singapore; Hybrid; SGD 36,000 - 48,000; Full time

Benefits offered by this job

Hybrid work environment

Career development

Flexible schedule

Job summary

HIDDEN in Singapore is seeking a proactive Customer Experience Executive to support individual customers and business clients. You will handle enquiries, assist with bookings, troubleshoot issues, and coordinate with internal teams to ensure seamless experiences.

You will maintain internal guides, review feedback, and identify recurring issues to improve service quality. Hybrid work with weekend rotation is offered.

Qualifications

• Minimum Higher NITEC, Diploma, or equivalent qualification.
• At least 1 year of customer service or related experience preferred.
• Fresh graduates with strong communication and problem-solving skills are welcome.

Responsibilities

• Respond to customer enquiries via WhatsApp, email, phone, and other channels.
• Assist with bookings, experience setup, and gameplay access for individuals and business clients.
• Investigate and resolve basic operational and technical issues, escalating when needed.
• Gather information and troubleshooting details for escalated cases.
• Follow up on open cases and communicate status to customers.
• Maintain FAQs, SOPs, troubleshooting guides, and internal templates.
• Coordinate with Operations, Sales, Product, Technology, and Logistics as required.

Skills

Customer service

Communication

Problem-solving

Team collaboration

English proficiency

Education

Higher NITEC / Diploma

Job description

HIDDEN in Singapore is seeking a proactive Customer Experience Executive to support individual customers and business clients. You will handle enquiries, assist with bookings, troubleshoot issues, and coordinate with internal teams to ensure seamless experiences.

You will maintain internal guides, review feedback, and identify recurring issues to improve service quality. Hybrid work with weekend rotation is offered.