APAC Customer Care Lead: Escalations & Experience

Chrono24 GmbH

Hong Kong

On-site

HKD 320,000 - 520,000

Full time

14 days+

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Job summary

Chrono24 GmbH in Hong Kong is seeking a Customer Care Manager to act as the frontline for APAC inquiries, investigate cases, and coordinate with product, account management, and compliance teams to resolve issues within a structured workflow. The role requires 1–3 years in customer support, exceptional English communication, and the ability to identify patterns for process improvements across time zones.

Core hours follow APAC business hours, with some overlap to global teams, and a focus on

Qualifications

1–3 years in a customer support role.
Exceptional written and verbal English; fluency in an APAC language is a strong plus.
Ability to apply established procedures to resolve non-standard cases.
Experience with ticketing systems and maintaining accurate case documentation.
Strong organizational skills and ability to manage multiple priorities while meeting SLA deadlines.

Responsibilities

Serve as the escalation point for complex APAC customer cases.
Identify recurring patterns and flag them to the relevant teams for improvements.
Coordinate with Product, Account Management, and Compliance across time zones.
Handle a structured caseload of customer complaints with defined workflows.
Monitor ticket queues, prioritize by SLA, maintain high CSAT.
Work core hours aligned with APAC business hours (SGT/HKT).