Senior Customer Success Specialist

1 week ago

Singapore Hegen Pte Ltd Full time

Hegen is a multi-award winning organization specializing in mother and baby products. Our mission is to empower mothers in their breastfeeding journey and ease the transition into parenthood through meaningful products and services. As one of the top 10 fastest growing companies in Singapore, Hegen takes pride in creating innovative and practical solutions for time-strapped parents.

**The Role**

We are seeking an experienced and passionate Senior Customer Success Specialist to join us in establishing legacy touchpoints with customers and advancing Hegen’s mission. You will play a vital role in creating and nurturing customer experience, building meaningful relationships with lasting outcomes. As a go-to technical expert for Hegen’s products, you will communicate thoughtful solutions and work with cross-functional teams to design the best possible outcome. Join us in shaping the journeys of parents and contributing to their success stories

**Responsibilities**:

- Design and manage the end-to-end customer experience process from pre-sales to post-service
- Deliver exceptional service to all customers throughout the customer journey with the aim of driving customer satisfaction and inspiring customer loyalty
- Perform daily administrative support by maintaining a record of issues faced by customers and resolve them by identifying and escalating the issues appropriately
- Craft well-deliberated and thoughtful responses to address customer concerns and issues
- Pre-empt and correct any issues that could affect customer satisfaction or retention
- Be the voice of customer internally to influence better business decisions
- Work closely with the quality team to translate customer issues into product improvements
- Partner with community engagement team to build strong relationships with customers and drive brand advocacy
- Conduct product training for customers and corporate partners via physical or virtual sessions

**Requirements**:

- At least 3 years of experience in dealing with consumers in a retail or consumer goods company
- Proficiency in at least 2 languages including English (both written and spoken) is mandatory
- Experience with using Hegen products and/or services would be advantageous
- Ability to understand customer journey and empathise with customers across different touchpoints
- Strong interpersonal communication and relationship building skills, capable of bridging differences with people from diverse backgrounds
- Customer-centric, patient and a good listener
- Demonstrate ability in creative problem solving and critical thinking
- Fast learner, highly adaptable and resilient in a dynamic environment
- Prior experience working in a start-up environment is advantageous
- Savy in data management, analysis and digital tools (E.g., Zendesk, Microsoft Office Suite, Zoom)
- Available to work onsite from Monday to Friday, 9am to 6pm as well as two Saturdays per month

At Hegen, we are passionate about fostering an inclusive and collaborative work environment where every team member can thrive. We’re committed to supporting personal growth and offering opportunities for career development at every stage of your journey.

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