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Customer Experience Executive
Customer Service Call Centre
Company shared salary
NA
Market rate
S$3,000–S$4,500/mo (S$36,000–S$54,000/yr)
Based on similar roles (title + domain + location).
About the Company
Customer Experience ExecutiveAbout HIDDEN HIDDEN designs immersive, story-driven experiences that turn everyday streets, malls and heritage spaces into playable worlds. Through puzzle-solving, storytelling and site-specific design, HIDDEN invites audiences to explore familiar places in new ways. From city-wide MONOPOLY-themed trails to original works like Sherlock Holmes in Bugis Town, HIDDEN creates experiences that connect stories, places and communities across Singapore. About the Role We are looking for a proactive, resourceful, and customer-focused Customer Experience Executive to support both individual customers and business clients.
Responsibilities
- ● issues, troubleshoot common operational and basic technical problems, manage complaints and service recovery, and coordinate with internal teams when needed. You will also help improve the customer experience by maintaining internal guides, reviewing feedback, and identifying recurring issues.
- ● 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.
- ● 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.
- ● Customer-focused, patient, resourceful, and able to handle challenging situations professionally.
- ● Strong organisational skills with the ability to manage multiple enquiries, tasks, and follow-ups.
- ● Comfortable with administrative work, documentation, and learning new systems and digital tools.
- ● Able to work independently while collaborating effectively with the team.
- ● Willing to participate in rotational weekend duty.
- ● Good to Have
Benefits
- ● Work from home
- ● Work Location: In person
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