Customer Success & Education Specialist

Hegen; Singapore; On-site; SGD 42,000 - 64,000; Full time

Job summary

Hegen is seeking a Customer Success Specialist to support customers throughout their journey with product guidance, issue resolution and service excellence. This role focuses on delivering exceptional experiences and building strong customer relationships from the Singapore office.

You will collaborate with internal teams to ensure quality service, maintain documentation and contribute to continuous improvement of customer operations.

Qualifications

• Diploma or Bachelor's degree in any discipline.
• At least 2 years of experience in customer service, customer success, customer operations or a related role.
• Proficiency in at least two languages, including English, both written and spoken.
• Strong understanding of the customer journey and ability to empathise with customers across multiple touchpoints.
• Excellent written and verbal communication skills.
• Strong interpersonal skills with the ability to build meaningful relationships with customers and stakeholders.
• Demonstrated problem-solving ability and sound judgement when handling customer concerns.
• Strong organisational skills and attention to detail.
• Comfortable working in a fast-paced and dynamic environment.
• Experience using Zendesk, Microsoft Office Suite and other customer support tools will be advantageous.
• Experience within a retail, consumer goods, healthcare, parenting or high-growth environment will be advantageous.
• Able to work onsite from Monday to Friday, 9:00 AM to 6:00 PM, as well as two Saturdays per month.

Responsibilities

• Deliver exceptional support to customers across all stages of the customer journey, from pre-sales enquiries to post-purchase support.
• Respond to customer enquiries, concerns and feedback in a timely, professional and customer-centric manner.
• Investigate customer issues and coordinate with relevant stakeholders to facilitate resolution where required.
• Escalate complex or sensitive cases appropriately while ensuring customers receive timely updates and follow-up.
• Support service recovery efforts and contribute to positive customer outcomes.
• Anticipate and identify issues that may impact customer satisfaction, retention or brand perception.
• Build meaningful relationships with customers through thoughtful, empathetic and solution-oriented engagement.

Skills

Customer service

Communication

Problem solving

Zendesk

Microsoft Office

English (written and spoken)

Education

Diploma or Bachelor's degree in any discipline

Tools

Zendesk

Microsoft Office Suite

Job description

Hegen is seeking a Customer Success Specialist to support customers throughout their journey with product guidance, issue resolution and service excellence. This role focuses on delivering exceptional experiences and building strong customer relationships from the Singapore office.

You will collaborate with internal teams to ensure quality service, maintain documentation and contribute to continuous improvement of customer operations.