Client Services Team Lead (31643)

Career Opportunities: Client Services Team Lead (31643)

Requisition ID 31643 - Posted - APAC - Malaysia

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.

The role of the team lead is an integral one within the client services team. The team lead provides a single point of coordination and care to high-level relocating executives for our Corporate Clients. The primary function of the team lead role is to provide the much-needed support and guidance to the client service team. Providing the training, coaching and supporting the ongoing development needs of each team member working closely with the client services manager. Evolving to a single point of communication to our assignees, the training and development is a key aspect to help us shape the team for the future and to enable exemplary service to be delivered across the department. Working to support the client services manager with the roll out of communication, process improvements and enhancements, together with planning the next phase of the team’s development ensuring we are ‘fit for future clientele’.

Key Performance Indicators

• Relocating employee satisfaction
• Corporate client satisfaction
• Invoicing accuracy
• Systems update
• Successful project initiatives and implementation

Key Tasks and Responsibilities

• Monitors mobility advisors, follow department & account-specific best practices to ensure high quality delivery of services and acts and delivers as SME for operational questions
• Works with the Account Manager and Customer Services Manager to continuously improve Team & Department service delivery procedures
• Coaches and oversees new staff members’ training, ongoing training in policy, process and systems updates
• Act as a point of escalation with ultimate accountability for the resolution of the services issue
• Ensures data integrity compliance
• Manage, coach and mentor the team's performance, setting/measuring performance objectives aligned to business goals, creating individual development plans and conducting annual performance reviews
• Provide support to account management team, including client reporting, reviews, meetings and presentations
• Build strong relationships with other Crown departments, offices and branches to enable all opportunities to be explored, cross selling opportunities identified with clients and full services delivered

Aptitude, Knowledge and Qualifications

• Ability to maintain confidentiality and display tact and discretion at all times.
• Excellent analytical, interpersonal and communication skills.
• Ability to work in a potentially rapidly changing environment.
• Ability to set priorities, manage your time and workload and dependably meet strict deadlines.
• Ensure tasks are completed within timelines to a high degree of accuracy and professionalism.
• Ability to work efficiently in a high pressured environment.
• Confident can do attitude and a willingness to support stakeholders in effectively doing their job.
• Solution oriented approach to problem solving and decision making.

Professional Knowledge and Skills

• Exceptional interpersonal skills and the ability to build collaborative relationships with multiple and diverse stakeholders.
• Well-developed administration and organisation skills with strong attention to detail.
• Supervisory skills and experience.
• Proficient computer skills with experience using Microsoft Office
• Strong communication and presentation skills.
• Cultural sensitivity and awareness.
• Mentoring consultants through coaching and ongoing trainings
• Excellent interpersonal skills
• Problem solving and decision making ability
• Development of self and others

Qualifications

• Secondary education certificate, or equivalent (preferred)
• 5 – 7 years industry or equivalent customer services experience

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 20 days)

Performance bonus

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!

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.

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.