relocations advisor ( Customer Service Representative)Crown Worldwide Global Business Services Inc.

The Customer Service Centre Consultant is responsible for delivering a positive 'customer experience'. Their primary goal is to 'wow' the customer by delivering service excellence and expertise at all customer contact points.
The key component of the role is the centralised management of all sales enquiries into the Service Centre. The Consultant will receive enquiries on behalf of Crown offices across the Asia region and be responsible for establishing the best method of servicing each particular customer. This will be achieved through proven screening techniques to enable an in-house, virtual or telephone quotation. The Consultant will provide appropriate customer direction and support to ensure maximum success in alignment with both individual and team based financial targets and KPI's.
Given all relevant Country Managers will have a stake in the Centres activities open communication and positive commercial relationships will need to be developed and maintained at all times.
The main objective of the role is to drive the profitable growth of the Relocations business by delivering swift response times, innovative and effective customer service solutions and an enhanced customer experience.
Key Focus Areas
· Administration
· Customer Services
· Sales
· Other
Key Tasks and Responsibilities
Administration
· Ensure all customer information and commitments are accurately recorded.
· To create and maintain 100% accurate customer files and ensure all fields for every customer are up to date and accurate. (within the scope of the role)
· Ensure all leads are captured and managed via the company's operating system/s.
Customer Services
· Acknowledge all internet enquiries within one (1) business hour.
· First option of customer response must be via telephone, email is a second option.
· Forward all information gathered to the relevant branch for immediate action.
· Where necessary a Service Proposal is to be issued to the customer within 24 hours of initial enquiry, with a follow up call scheduled in the company's operating system/s.
· When required liaise with branch operations to maximise resource utilisation when discussing acceptance terms with the customer.
· Provide excellent service levels to all customers through promotion of best practice, identification and execution of training plans.
· Ensure daily enquiries are managed efficiently and in accordance with set KPI's.
· Ensure all customer commitments are strictly followed up and completed on time.
· To learn and conduct 'Virtual Consultations' as s servicing option as and when required.
· To maintain a high performance customer driven culture with an emphasis on: highly satisfied customers and evidence of customer fulfilment. Operational excellence through a defect free service and maximum value delivered to all stakeholders at all times.
· When scheduling in-house consultations ensure each day is well planned geographically to maximise the utilisation of the Residential Sales Team.
Sales
· Assess the size of the move to determine the appropriate sales path.
· Ensure a robust sales follow up process to convert the quotations into bookings.
· Weekly review of all leads/activities to identify trends and opportunities for improvement.
· The Consultant is responsible for ensuring all sales enquiries are maximised for the benefit of Crown's individual profit centres.
· Follow proven company sales strategies, scripts and protocols designed to actively influence the improvement of: Sales Revenues, Gross Margins, Conversion Ratios and CrownCare Revenues and Sell Rates.
· To receive incoming sales enquiries, identify opportunity and direct the customer toward the most appropriate service solution (physical, virtual or telephone consultation).
· Ensure all leads, referrals, quotations are promptly actioned and followed through in an integrated and pro-active manner geared toward a successful close.
· Utilise value based selling skills and methodologies that clearly differentiate Crown from their competitors and generate Best Value for Crown at every possible juncture.
· When facilitating a phone quotation complete a detailed inventory of effects to be transported which allows the accurate calculation of the cubic capacity of the goods.
· Present the company's services by way of discussion, and point of sale material in the most positive light, selling the benefits of our service, our company, and the Crown network worldwide.
· Establish the groundwork for regional Sales Consultants to take over telephone and internet sales opportunities at a juncture that maximises Crown's opportunity to secure a successful sale.
· Ensure all opportunities to "sell" and "up sell" insurance are maximised and that each customer understands the inherent risk and the benefits of CrownCare options.
Other
· Meet regularly with team members to identify progress and areas for improvement.
· Work closely with other internal stakeholders (Crown offices & departments) to ensure all opportunity is leveraged to maximum effect in a team selling environment.
· Perform other duties as required and directed by direct report. To work alongside other staff and multi task in the event that others are sick, indisposed and/or on leave.
Aptitude, Knowledge and Qualifications
Aptitude
· Commercial sense
· Commitment to company values
· Initiative and innovation in delivering solutions
· Ability to research and network effectively
· Strong customer orientation
· Superior verbal, written and communication skills
· Self-driven, self-disciplined and proactive
· Strong sense of urgency and at the same time be extremely accurate and detail oriented
· Critical thinking to provide comprehensive and constructive reviews of sales planning, systems and training material.
Professional Knowledge and Skills
· Sales and customer service background
· Understand company infrastructure and resources
· Ability to offer solutions
· Excellent organizational, planning, and prioritization skills
· Strong analytical, problem solving, and negotiation skills
· Excellent interpersonal and communication skills
· Microsoft office savvy
Qualifications
· Business degree in Sales/Customer Service preferred
· 2+ years sales and customer services experience
Competencies
Crown Core
· Determined
· Caring
· There
· Open-minded
· Sharing
Job Specific
· Results focus
· Sales Skills
· Customer focus
· Strategic Planning
· Talent Management