Customer Experience Representative

Role Summary

The Customer Experience Representative serves as the primary point of contact for customers throughout their service journey with Crown. The role is responsible for managing customer enquiries, coordinating service delivery, resolving issues, and ensuring a seamless and positive customer experience. The incumbent will build strong customer relationships while working closely with operations, sales, and other support teams to deliver service excellence.

Key Responsibilities

Customer Service & Relationship Management

Act as the primary contact for customers, responding promptly and professionally to enquiries via phone, email, and digital platforms.

Deliver a high standard of customer care and ensure every interaction reflects Crown's customer-first approach.

Build and maintain strong relationships with customers by understanding their needs and expectations.

Proactively communicate service updates and manage customer expectations throughout the service lifecycle.

Service Coordination

Coordinate customer requests with internal operational teams to ensure timely service delivery.

Schedule services, track progress, and ensure all customer requirements are accurately captured.

Manage customer cases from initiation through completion, ensuring smooth end-to-end execution.

Follow up on outstanding actions and proactively address service issues.

Issue Resolution

Investigate and resolve customer concerns, complaints, and service disruptions.

Escalate complex issues appropriately while ensuring customers remain informed.

Work collaboratively with internal stakeholders to identify root causes and implement preventive solutions.

Customer Experience Excellence

Monitor customer satisfaction and identify opportunities to enhance the customer journey.

Participate in customer experience improvement initiatives and process optimization projects.

Support customer feedback collection, analysis, and action planning.

Contribute ideas to improve efficiency, service quality, and customer satisfaction.

Administrative & System Management

Maintain accurate customer records within CRM and operational systems.

Ensure all interactions, commitments, and service details are properly documented.

Generate reports and provide updates on customer service activities and performance metrics.

Adhere to company policies, quality standards, and compliance requirements.

Key Competencies

Customer Focus

Passionate about delivering outstanding customer experiences.

Demonstrates empathy, patience, and a solution-oriented mindset.

Communication

Excellent verbal and written communication skills.

Ability to engage effectively with diverse customers and stakeholders.

Problem Solving

Strong analytical and troubleshooting skills.

Able to manage multiple priorities while maintaining attention to detail.

Collaboration

Works effectively across functions and departments.

Builds positive working relationships internally and externally.

Organisation & Time Management

Ability to manage multiple customer cases simultaneously.

Strong planning and prioritization skills.

Qualifications & Experience

Diploma or Degree in Business Administration, Customer Service, Logistics, Supply Chain, or related discipline.

Minimum 2-3 years of experience in customer service, customer experience, account servicing, logistics, relocation, or related industries.

Experience working in a customer-facing environment with service delivery responsibilities.

Proficiency in Microsoft Office applications, Automation and CRM systems.

Experience in logistics, mobility, relocation, workspace solutions, or service industries will be an advantage.