Customer Care

Main role:

To support and assist our clients as their primary point of contact, mainly through providing system support, and communicating through email and calls. Responsible for providing highest standard of service and care to all clients and coordinating with internal stakeholders to facilitate an excellent customer experience.

Key Responsibilities:

Processing, Support & Customer Interaction

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• Responsible in processing the Service Request Forms (SRF) submitted by clients (via Email or Crown Web Portal-RM Order) and ensure accuracy of the details submitted.


• Responsible in creating workorders after receiving request via email/web request from Crown existing customers using RSSQL for daily Business as usual (BAU) request and Project, as per agreed in the SLA between Crown and Crown’s Client.


• Responsible to handover the (complete) Workorder to Operations Team.


• Responsible in handling inquiries in various channel (e.g: calls/whatsapp/etc) regarding status of documents/cartons (In/Out/Perm Out/Destroyed) & document’s/carton’s activity.


• Address and process inquiries and quotations that fall outside of standard agreements on an ad hoc basis


• Rectifying customer complaints received via calls or emails and ensure the issue resolve in a timely manner.


• To be part of the link of communication between clients and internal stakeholders.


• Assist & Collaborate with Operations Team to ensure correct items and services are delivered to clients within the time range given.


• Assist & Collaborate with Operations Team to make sure customers received their product correctly in a timely manner.


• Collaborate with internal stakeholders in resolving any client-matters arise via any platforms (e.g: Verbal/Emails/Teams/Linkus/WhatsApp etc). To ensure issues are resolved in a timely manner.


• Conduct follow-up calls to customers and internal stakeholders in resolving any client-matters arise via any channels (e.g:Verbal/Emails/Teams/Linkus/WhatsApp etc). To ensure follow up calls are completed in a timely manner.


• Responsible to perform other tasks assigned by Team Leader.

System Administration

• To ensure completed and signed workorders are received from Operations Team daily.


• To ensure if the workorder is incomplete or does not tally with the work order details in RSSQL, please refer to items in processing.


• To check the total workorders received from Operations Team tally with the total workorders created in RSSQL.


• Responsible to close completed and signed workorders on a daily basis.


• To make sure the details, services and activities from the completed and signed workorders are accurate to ensure transaction are tally with monthly invoices.


• Maintain and update records accordingly (i.e: Total workorder closed, errors, cancelled)- in RSSQL & Excel report on a monthly basis.

Competencies:

Communication

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 sufficiently in a variety of communication settings and styles. Showcase all 5 Crown values while drafting emails to the clients.

Computer Skills

Skilled in the use of computers, adapts to new technology, keeps abreast of changes, learns new software quickly, uses computers to improve productivity.

Personal organization

Keeps information organized 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.

Planning

Develops realistic plans, sets goals, aligns plans with company goals, plans for and manages resources, creates contingency plans, coordinates/cooperates with others.

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.

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  Work in international environment supporting clients from all over APAC, work with colleagues from multiple countries on daily basis 

  
  


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  Work in a dynamic team with opportunities for growth 

  
  


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  Learning opportunities in the field of relocations, international logistics and mobility 

  
  


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  Work on new projects for an industry leader with over 50 years history 

  
  


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  Summary of benefits offered (health, life and personal accident insurances, birthday leave, 2 days volunteering leave, PTO's from 15 and up to 20days) 

  
  


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  Language courses, Well-being Program, Mentoring Program, Employee Referral Program 

  
  


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  Performance bonus 

  
  


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  Career development path 

  
  


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  CSR, ED&I, Work-life balance initiatives 

  
  
  
  

    

  
  
  
  
  
  

    

  
  
  
  

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  We are CARING about people and their experience 

  
  


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  Always DETERMINED to do our best and to always keep improving 

  
  


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  We are genuinely THERE when our customers and colleagues need us 

  
  


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  We encourage the SHARING of knowledge amongst each other  

  
  

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  We continuously remain OPEN-MINDED to stay innovative