PCGS Customer Care Manager

Collectors Universe (Hong Kong) Limited; Hong Kong; On-site; HKD 446,000 - 670,000; Full time

Job summary

Collectors Universe (Hong Kong) Limited is seeking a proactive Customer Service Team Lead to develop and maintain service standards, workflows, and performance metrics. You will lead and coach the customer service team to meet targets, identify high-value Collectors Club members, and collaborate with Business Development for key accounts.

You’ll monitor performance, resolve escalated issues, organize training, and partner with sales and operations to improve the customer journey across the PCGS

Qualifications

• Strong customer service mindset and problem-solving skills.
• Effective people manager who motivates teams.
• Interest in the collectibles, auction, or grading industries.

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 team for key account development 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 team to improve customer journey
• Build, manage, and expand strong relationships across the PCGS internal network, for collaboration across all departments

Skills

Customer service mindset

People management

Interest in collectibles/auction/grd

Job description

Collectors is the leading creator of innovative technology that provides value-added services for collectors worldwide. We grade, authenticate, vault, and sell millions of record-setting collectibles, all while modernizing and digitalizing the process to further our mission of helping collectors pursue their passions. We’re always on the lookout for talented people to join our growing team. Our services span collectible trading cards, autographs, comic books, coins, video games, event tickets, and memorabilia. Our subsidiaries include PSA, PCGS, Beckett, SGC, and Card Ladder. Since our founding in 1986, we have graded and authenticated millions of items. We employ more than 3000 people across our headquarters in Santa Ana, California and offices in New Jersey, Texas, Florida, Japan, Shanghai, Hong Kong, Canada, Mexico, Germany, and France.

As part of our interview process, we request that candidates have their cameras on during video interviews. This helps foster meaningful conversation and allows us to create an experience that closely resembles our standard working environment. Certain interview steps may take place by phone. For remote roles, and at our discretion, candidates may be asked to participate in an on-site interview as part of the final stages of the process. We understand there may be occasional circumstances requiring accommodation and are happy to discuss them as needed. Your recruiter will be able to clarify expectations and answer any questions you have.

What You’ll Do

• 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 team for key account development 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 team to improve customer journey
• Build, manage, and expand strong relationships across the PCGS internal network, for collaboration across all departments

Who You Are

• Strong customer service mindset and problem-solving skills
• Effective people manager who motivates teams
• Interest in the collectibles, auction, or grading industries

Language Skills: Fluent in English, Cantonese, and Mandarin is required. Additional Asian language skills are a strong plus.

Collectors uses e-Verify to validate your ability to work legally in the United States.

We are aware that there are instances where individuals are receiving job offers that fraudulently allege to be from Collectors or one of our business units. This type of fraud can be carried out through false websites, through fake e-mails claiming to be from the company or through social media. We never ask for personal information such as your bank account, Social Security numbers or National IDs, nor do we send or request payments for the purchase of business-related equipment. If you suspect fraud, please reach out to [e-mail].

We are committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, religion, national origin, gender, sex, gender identity or expression, sexual orientation, age, citizenship, marital or parental status, disability, veteran status, or other class protected by applicable law. We believe that a team that represents a variety of backgrounds, perspectives, and skills will better service the diverse community of collectors we support.

If you require an accommodation to apply or interview with us due to a disability or special need, please email [e-mail]. U.S. residents: for disclosures relating to personal information we collect during the employment application and recruitment process, please see our Privacy Notice for U.S. Applicants. If you are based in California, you can read information for California residents here.

Collectors is the leading creator of innovative technology that provides value-added services for collectors worldwide. We grade, authenticate, vault, and sell millions of record-setting collectibles, all while modernizing and digitalizing the process to further our mission of helping collectors pursue their passions. We’re always on the lookout for talented people to join our growing team. Our services span collectible trading cards, autographs, comic books, coins, video games, event tickets, and memorabilia. Our subsidiaries include PSA, PCGS, Beckett, SGC, and Card Ladder. Since our founding in 1986, we have graded and authenticated millions of items. We employ more than 3000 people across our headquarters in Santa Ana, California and offices in New Jersey, Texas, Florida, Japan, Shanghai, Hong Kong, Canada, Mexico, Germany, and France.