Crown Worldwide Group is a privately owned, global logistics company founded in 1965 and headquartered in Hong Kong. We are an extraordinary and purposeful business committed to making it simpler to live, work and do business anywhere in the world, delivered through our broad portfolio of complementary brands. Together these enable us to; relocate people’s lives and possessions, help companies move teams to new locations near and far and help them manage their workspaces. We also transport, store and install precious art collections and keep company data and records safe, yet accessible.   

We oversee a wide-ranging CSR program which supports local and global charities, actively champions employee wellbeing and continually seeks to reduce our environmental footprint. We are also proud of our diverse and inclusive culture. This provides all our employees with a sense of belonging which allows them to reach their full potential.

Discover Crown. www.crownworldwide.com

What does this job do in general?

The role of the Customer Service Team Lead is an integral one. Bridging the gap between account management to client to operational teams. The principal objective of this role is to deliver excellent customer service to all clients and customers. They are the first point of contact for the clients and customers, they will manage and lead the Team of Customer Service Advisors to ensure effective communication between the operation teams to ensure we deliver services within agreed Service Level Agreements.

The Customer Service Team Lead will provide guidance, coaching and instruction to the team of Advisors and will support the Division Manager and Operations Manager with the roll out of communication, process improvements and enhancements, together with planning the next phase of the team’s development.

Competencies for this job

Communication skills

Communicates well both verbally and in writing, creates accurate and punctual reports, shares information and ideas with others, has good listening skills. Is able to write clearly and succinctly in a variety of communication settings and styles. Showcase all 5 crown values while drafting emails to the clients.

Personal organisation

Keeps information organised and accessible, maintains clean/functional workspace, works systematically/efficiently, manages time well. Sets clear, realistic, and measurable goals; sets priorities and time parameters to accomplish tasks and projects.

Customer Service

Handles customer questions and complaints, communicates with customers, handles service problems politely and efficiently, is always available for customers, follows procedures to solve customer problems, understands company products and services, maintains pleasant and professional image.

Problem Solving/ Analysis

Breaks down problems into smaller components, understands underlying issues, can simplify and process complex issues, understands the difference between critical details and information that is less important. Is able to identify & diagnose key issues, seek relevant information, draw accurate conclusions/ inferences in order to find appropriate solutions. Overcome obstacles through systematic analysis.

Quality and process improvement

Is attentive to detail and accuracy, is committed to excellence, is continuously looking for ways to improve, monitors quality levels, finds root causes of quality problems, takes responsibility for, and deals with quality issues. Strives for high quality performance in self and in the team; delivers timely and accurate results; resilient when responding to situations that are not going well. Is attentive to detail and accuracy, is committed to excellence, is continuously looking for ways to improve, monitors quality levels, finds root causes of quality problems.

Company Values

At Crown we pride ourselves with the quality we deliver and values we stand by.

• We are CARING about people and their experience

• Always DETERMINED to do our best and to always keep improving

• We are genuinely THERE when our customers and colleagues need us

• We encourage the SHARING of knowledge amongst each other 

• We continuously remain OPEN-MINDED to stay innovative

Equal Employment Opportunity

Crown is an equal opportunities employer. We are committed to providing equal employment opportunities to all qualified individuals without regard to race, religion, gender, pregnancy, national origin, age, physical and mental disability, marital status, gender orientation, gender identity, military/veteran status, or any other characteristic protected by law. Crown welcomes applications from all suitably qualified candidates eligible to live and work in the designated geographical region. We are committed to diversity, and to employee well-being, engagement and development.

NOTE: This job description is not intended to be all-inclusive. Employee may perform other related duties as negotiated to meet the ongoing needs of the organization.

What we offer

• Work in international environment supporting clients from all over APAC, work with colleagues from multiple countries on daily basis
• Work in a dynamic team with opportunities for growth
• Learning opportunities in the field of relocations, international logistics and mobility
• Work on new projects for an industry leader with over 50 years history
• Summary of benefits offered (health, life and personal accident insurances, birthday leave, 2 days volunteering leave, PTO's from 15 and up to 20days)
• Language courses, Well-being Program, Mentoring Program, Employee Referral Program
• Performance bonus
• Career development path
• CSR, ED&I, Work-life balance initiatives

Call to action

If all above mentioned sounds interesting and motivating for you (and you have a suitable profile) we are looking forward to receiving your updated CV and discussing your career!

Please refer to job description.