Customer Support Officer

About Crown Worldwide Group

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 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 that 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, which provides all our employees with a sense of belonging and allows them to reach their full potential.

Discover Crown. www.crownworldwide.com

Crown Worldwide Group currently has an opening for a:

Job Title: Customer Service Advisor

The principal objective of this role is to provide excellent customer service and expert knowledge to all clients and customers. They are the first point of contact for the clients and customers, and they are responsible for the quality of services and deliverables. Maintaining a high-performance customer driven culture is also crucial to the success of this position.

Key Tasks and Responsibilities

Customer Service

 · Handle customer enquiries and requests via phone and email in a professional and timely manner.

 · Build and maintain positive relationships with customers through effective communication and follow-up.

 · Resolve service-related issues and escalate complex cases when necessary.

 · Coordinate with internal departments to ensure customer requirements are fulfilled.

Customer Web Portal Rollout

 · Assist in the implementation and rollout of new customer web portal.

 · Conduct User Acceptance Testing (UAT) and document testing results.

 · Proactively follow up with system support teams on unresolved issues and ensure timely resolution.

 · Coordinate customer onboarding activities and system setup.

 · Prepare user guides, training materials, and conduct customer training sessions.

 · Monitor customer adoption and provide post-implementation support.

Data Management & Reporting

 · Perform data entry and maintain accuracy and consistency of customer and operational data within the system.

 · Conduct periodic data validation and cleansing exercises.

 · Prepare regular and ad hoc reports for customers and management.

 · Perform other duties as assigned by management.

Aptitude, Knowledge & Qualifications

• Form 5 or above; Diploma holder is an advantage
• 1 year or above of customer service experience is preferred
• Willingness to learn new systems; exposure to CRM, ERP, or web portal is an advantage
• Customer-oriented mindset with good problem-solving attitude
• Good project coordination and stakeholder management skills.
• Detail-oriented with strong data accuracy and analytical skills.
• Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
• Experience with business systems, databases, or web portal administration is preferred.
• Excellent written and verbal communication skills in Chinese (Cantonese and Mandarin), with good English reading skills.
• Self-motivated, proactive, and able to work independently as well as part of a team.

What we offer

·       Work in a friendly team & role offering interesting development path.

·       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, Paid time off from 15 and up to 25 days)

·       Well-being Program, Mentoring Program, Employee Referral Program

·       Performance bonus

·       Career development path

·       CSR, ED&I, Work-life balance initiatives

·       Work in a friendly team & role offering interesting development path.

·       15 days of paid vacation, Crown University courses, any external courses the company is willing to fund.

Company Values

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

 ·       We areCARINGabout people and their experience

 ·       AlwaysDETERMINEDto do our best and to always keep improving

 ·       We are genuinelyTHEREwhen our customers and colleagues need us

 ·       We encourage theSHARINGof knowledge amongst each other

  ·      We continuously remainOPEN-MINDEDto 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, pregnancy, national origin, age, physical and mental disability, marital status, 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.