APAC Customer Care Manager — Lead & Elevate Service

Collectors; Hong Kong; On-site; HKD 900,000 - 1,300,000; Full time

Job summary

Collectors, a leading creator of innovative technology for collectors, is hiring in Hong Kong to lead the customer service team. The role focuses on developing standards, coaching staff, and driving service excellence across channels.

It requires a strong service mindset and the ability to build strategic relationships with internal and external partners. You will monitor performance, handle escalations, and organize training to continuously improve the customer journey while supporting

Qualifications

• Strong customer service mindset and problem-solving skills.
• Effective people manager who motivates teams.
• Interest in the collectibles, auction, or grading industries.
• Fluent in English, Cantonese, and Mandarin; additional Asian languages are a plus.

Responsibilities

• Develop and maintain customer service standards, workflows, operating procedures, and performance management practices.
• Lead, coach, and manage the customer service team to ensure service targets are met.
• Identify potential high-value Collectors Club members and refer them to Business Development for key account opportunities.
• Monitor service performance, analyze data, and identify process improvements.
• Handle escalated customer issues and complaints professionally.
• Organize team training and development programs.
• Partner with sales and operations to improve the customer journey.
• Build and expand relationships across the PCGS internal network for cross-department collaboration.

Skills

Customer service mindset

People management

English fluency

Cantonese

Mandarin

Job description

Collectors, a leading creator of innovative technology for collectors, is hiring in Hong Kong to lead the customer service team. The role focuses on developing standards, coaching staff, and driving service excellence across channels.

It requires a strong service mindset and the ability to build strategic relationships with internal and external partners. You will monitor performance, handle escalations, and organize training to continuously improve the customer journey while supporting