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
Position Summary
The Customer Service Representative (CSR) is responsible for delivering high-quality support to clients, primarily via email and phone. This role ensures accurate data handling, timely responses, and professional representation of the company. It supports the Advisors and Sales Effectiveness team and contributes to administrative accuracy and customer satisfaction.
Key Focus Areas
- Email and Call Handling
- Customer Service
- Customer Satisfaction
- Corporate Social Responsibility
- Other Duties
Key Tasks and Responsibilities
Email Handling (Primary Focus)
Monitor shared inboxes and prioritize emails based on urgency and request type.Validate and tag emails (Delivery, Pick-up, Site Access, Indexing).Draft professional, value-aligned responses using approved templates.Request missing information and follow up on pending responses.Log email interactions in the CRM and attach relevant documentation.Escalate unresolved issues to the CS Coordinator or relevant departments.Administration
Ensure internal systems and trackers are regularly updated with accurate data.Prepare and manage documentation to avoid delays.Maintain compliance and accuracy in system entries.Liaise with third-party suppliers and internal stakeholders.Assist in preparing inter-branch / company charges and invoicing.Customer Services
Communicate with customers to ensure timely and complete information.Update customer records and maintain a professional image.Handle inquiries and complaints with empathy and efficiency.Conduct periodic account reviews and identify growth opportunities.Corporate Social Responsibility
Support company CSR goals and initiatives.Other Duties
Demonstrate and promote Crown’s values.Perform ad hoc tasks as assigned by the Manager.Additional Skills Development and Cross-Training
To support continuous professional growth and operational flexibility, the company may provide uptraining and cross-training opportunities.These training modules may be delivered through workshops, online courses, or mentoring sessions, and are designed to align with both individual development goals and organizational needs.Aptitude, Knowledge and Qualifications
Aptitude
Demonstrated commitment to customer service and continuous improvement.Ability to prioritize tasks, manage time effectively, and work independently in a fast-paced environment. Demonstrates a strong drive for excellence.Professional attitude with a collaborative mindset and willingness to contribute to team success.Adaptability to handle high-volume email communication with attention to detail.Ability to set priorities, work autonomously, manage your time and workload and dependably meet strict deadlines.Professional Knowledge and Skills
Strong interpersonal skills and ability to build collaborative relationships with diverse stakeholders.Proficient in email communication, CRM systems, and Microsoft Office applications.Excellent written communication skills for professional email handling; clear verbal communication for voice interactions.Cultural sensitivity and awareness in customer interactions.Strong organizational and administrative skills with attention to accuracy and compliance. Well-developed administrative and organizational skills with strong attention to detail.Experience in the use of Microsoft Office including Word, Excel, Outlook, Publisher or equivalent.Strong written and verbal communication skills.Cultural sensitivity and awareness.Qualifications
Secondary education certificate or equivalent (preferred).2–3 years of customer service or administrative experience, preferably in a records management or any customer service-oriented environment.2 – 3 years industry or equivalent experienceWhat 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!
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