Customer Care Manager (1-year contract)

Chrono24; Hong Kong; On-site; HKD 300,000 - 420,000; Full time

Job summary

Chrono24 is seeking a Customer Care Manager to take lead on escalated APAC customer inquiries and coordinate with Product, Account Management, and Compliance across time zones. You will investigate cases in depth, follow established workflows, and ensure a best-in-class experience for buyers and sellers in the APAC region and beyond.

The role requires 1–3 years in customer support, excellent written and verbal communication in APAC languages and English, and strong organizational skills to

Qualifications

• 1–3 years of experience in customer support, with exposure to escalations or complex cases.
• Strong written and verbal communication skills in APAC languages and English.
• Ability to apply established procedures to identify patterns and resolve non-standard cases.
• Experience with ticketing systems (e.g., Zendesk, AWS) and maintaining accurate case documentation.

Responsibilities

• Serve as the escalation point for complex or unresolved customer cases from the APAC user base.
• Identify recurring patterns in tickets and flag them for process 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 cases according to SLA targets, and maintain high CSAT and quality scores.
• Work core hours aligned with APAC business hours (e.g., SGT/HKT) with some overlap with global teams.

Skills

Customer support

Communication

Organizational skills

Ticketing systems

Cross-team coordination

Tools

Zendesk

AWS

Job description

About

As a Customer Care Manager at Chrono24, you'll be the first point of contact for all incoming customer inquiries across our APAC markets. Working within established procedures and guidelines, you investigate cases in depth, coordinate with other teams to clarify open questions, and help ensure a best-in-class experience for buyers and sellers across the region and around the world. This role suits someone who's structured, reliable, and enjoys resolving a wirde variety of cases within a clear framework.

What you can expect

• Serve as the escalation point for complex or unresolved customer cases from our APAC user base, providing in-depth investigation and timely resolution within and beyond the scope of Tier 1 support, following established escalation procedures.
• Identify recurring patterns in tickets and flag them to the relevant teams as input for process improvements.
• Coordinate with Product, Account Management, and Compliance colleagues – including across time zones – to clarify open questions and share information relevant to root-cause investigations.
• Handle a structured caseload of customer complaints in close collaboration with the Complaint Management team, following defined workflows and ensuring accurate tracking.
• Monitor ticket queues, prioritize cases according to SLA targets, and maintain high CSAT and quality scores across APAC.
• Work core hours aligned with APAC business hours (e.g., SGT/HKT), with some overlap with our global teams (9am to 6pm HKT)

What sets you apart

• 1–3 years of experience in a customer support role, ideally including exposure to escalations or more complex support cases.
• Exceptional written and verbal communication skills in APAC LANGUAGE & English; fluency in an additional APAC language (e.g., Mandarin, Cantonese, Japanese, Korean) is a strong plus.
• Ability to apply established procedures to identify patterns and resolve non-standard cases within a clear framework.
• Experience working with ticketing systems (e.g., Zendesk, AWS) and maintaining accurate case documentation.
• Comfortable coordinating with other teams, such as Product Management, Fraud Prevention, or Account Management, including teams based outside your own time zone.
• Strong organizational skills and the ability to manage multiple priorities while meeting SLA deadlines.
• Reliable, structured, and comfortable working independently within defined priorities.
• No prior knowledge of luxury watches required – we'll get you up to speed!

Nice to Have

• Experience in e-commerce, marketplace, or fintech environments, ideally with exposure to APAC markets.
• Familiarity with payment workflows, buyer/seller dispute resolution, or fraud prevention processes, including region-specific payment methods common across APAC.
• Background in quality assurance or process documentation.