Customer Success Associate

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 to ease the transition into parenthood through meaningful products and services. Recognized as one of Singapore’s top 10 fastest growing companies, Hegen takes pride in creating practical solutions that combine thoughtful design, functionality, and sustainability for time-strapped parents.

About the Role

We are seeking an experienced and passionate Customer Success Associate 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:

• Diploma or Bachelor’s degree in any discipline.
• Strong interest in customer operations within a retail, consumer goods or customer-centric environment.
• Proficiency in at least two languages, including English, both written and spoken, is required.
• Prior experience using Hegen products and/or services will be an added advantage.
•  Ability to understand the customer journey and empathise with customers across multiple touchpoints.
• Strong interpersonal and communication skills, with the ability to build meaningful relationships with individuals from diverse backgrounds.
• Customer-focused, patient, and an attentive listener with a service-oriented mindset.
• Demonstrated problem-solving and critical thinking abilities, with a proactive approach to resolving customer concerns.
• Fast learner who is adaptable, resilient, and able to thrive in a dynamic, fast-paced environment.
•  Previous experience in a start-up or high-growth environment will be advantageous.
•  Comfortable with data management, reporting, and digital tools such as Zendesk, Microsoft Office Suite, and Zoom.
• 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.

Join us in realising our bold vision of impacting 100 million mothers worldwide through innovation, compassion, and excellence. If you are inspired to make a difference and grow with a dynamic team, apply now and embark on an exciting journey with Hegen.