At Hegen, we redefine the parenting experience with award-winning innovations tailored for mothers and their little ones. As a trusted brand 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. Recognised as one of Singapore’s top 10 fastest growing companies, Hegen takes pride in creating practical solutions that combine thoughtful designs with functionality and sustainability for time-strapped parents.

About the Role

We are seeking a customer-centric and service-oriented Customer Success Specialist to join Hegen's Customer Success function.

In this role, you will play a key part in supporting customers throughout their journey by providing product guidance, resolving enquiries, delivering exceptional service and building meaningful customer relationships. As a trusted representative of the Hegen brand, you will help customers navigate their parenting journey with confidence while ensuring every interaction reflects Hegen's commitment to quality, care and service excellence.

You will work closely with customers and internal stakeholders to deliver exceptional customer experiences while contributing to customer education, service excellence and the continuous improvement of customer operations.

Key Responsibilities:

Customer Success & Service Excellence

• 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.

Customer Operations & Administration

• Maintain accurate records of customer interactions, enquiries and case resolutions.
• Ensure customer cases are documented and tracked appropriately within designated systems.
• Monitor and follow up on outstanding customer matters to ensure timely closure.
• Support reporting, administrative and operational activities within the Customer Success function.
• Assist in maintaining service quality and operational efficiency across the customer journey.
• Manage customer enquiries and case documentation through Zendesk and other designated customer support platforms.

Product Support & Customer Education

• Develop and maintain a strong understanding of Hegen products and services.
• Provide customers with accurate product information, usage guidance and troubleshooting support.
• Conduct product demonstrations, customer workshops and training sessions where required.
• Support the planning, coordination and administration of customer workshops, product training sessions and customer engagement activities.
• Assist in the preparation and maintenance of customer-facing educational materials and resources.

Knowledge Management & Continuous Improvement

• Maintain accurate and up-to-date documentation, SOPs, FAQs and operational resources to support service consistency and knowledge sharing.
• Identify recurring customer concerns and highlight trends, risks and opportunities for improvement.
• Contribute ideas and recommendations that improve customer experience, service quality and operational effectiveness.

Stakeholder Collaboration

• Work closely with Quality Assurance, Commercial, Supply Chain Management and other stakeholders to facilitate customer issue resolution.
• Partner with relevant stakeholders to translate customer feedback into meaningful improvements.
• Act as a positive representative of the Customer Success function and the Hegen brand.

Requirements:

• Diploma or Bachelor's degree in any discipline.
• At least 2 years of experience in customer service, customer success, customer operations or a related customer-facing role.
• Proficiency in at least two languages, including English, both written and spoken, is required.
• 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.

Equal Opportunity & Data Protection Statement

Hegen is an equal opportunity employer and is committed to building an inclusive and diverse workforce. All employment decisions are based on merit, qualifications, and business needs. By submitting your application, you consent to the collection, use and disclosure of your personal data for recruitment and employment-related purposes in accordance with applicable data protection laws.

Join Us

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