Customer Experience Specialist — Hybrid Role & Growth Path

HIDDEN PTE. LTD.; Singapore; Hybrid; SGD 32,000 - 46,000; Full time

Benefits offered by this job

Hybrid work arrangement

Flexible work-from-home days

Job summary

HIDDEN PTE. LTD. in Singapore is seeking a proactive Customer Experience Executive to support both individual customers and business clients.

You will handle enquiries, assist with bookings and experience-related issues, troubleshoot basic problems, and coordinate with internal teams. The role emphasizes maintaining guides, reviewing feedback, and identifying recurring issues, with hybrid work (2 days from home), 10:00 AM–6:00 PM, and opportunities to grow across customer experience, operations,

Qualifications

• Minimum Higher NITEC, Diploma, or equivalent qualification.
• At least 1 year of experience in customer service, customer support, hospitality, operations, e-commerce, events, or a related field is preferred.
• Fresh graduates with strong communication and problem-solving skills are welcome to apply.
• Strong written and verbal communication skills in English.

Responsibilities

• Respond to customer enquiries through WhatsApp, email, phone, and other support channels.
• Support individual customers and business clients with bookings, experience setup, gameplay access, and general enquiries.
• Investigate and resolve common operational and basic technical issues before escalating more complex cases.
• Gather relevant information, screenshots, and troubleshooting details for escalated cases.
• Follow up on open cases and keep customers updated until resolution.
• Handle complaints and service recovery professionally and empathetically.
• Review customer feedback and identify recurring issues or opportunities for improvement.
• Create and maintain FAQs, SOPs, troubleshooting guides, response templates, and internal documentation.
• Assist with administrative work and coordinate with Operations, Sales, Product, Technology, and Logistics teams when required.

Skills

Customer service

Communication

Problem solving

Organizational skills

English proficiency

Education

Higher NITEC / Diploma

Job description

HIDDEN PTE. LTD. in Singapore is seeking a proactive Customer Experience Executive to support both individual customers and business clients.

You will handle enquiries, assist with bookings and experience-related issues, troubleshoot basic problems, and coordinate with internal teams. The role emphasizes maintaining guides, reviewing feedback, and identifying recurring issues, with hybrid work (2 days from home), 10:00 AM–6:00 PM, and opportunities to grow across customer experience, operations,