PCGS Customer Service Representative

Collectors; Hong Kong; On-site; HKD 223,000 - 312,000; Full time

Job summary

Collectors is seeking a customer service professional in Hong Kong to handle inquiries by phone, email, chat, and in-person visits. You will meet collectors club members in person at events and trade shows, providing personalized service while guiding customers through submission questions, account updates, and general processes.

The role emphasizes maintaining accurate interaction records, escalating complex cases, and partnering with sales/operations to enhance the customer journey.

Qualifications

• 2+ years customer service experience preferred.
• Customer-focused, organized, and professional.
• Comfortable in fast-paced environment.

Responsibilities

• Answer inbound inquiries by phone, email, chat, and in-person visits promptly and professionally.
• Meet Collectors Club members during office visits, events, and trade shows for personalized service.
• Support customers with submission questions, account updates, service information, and general PCGS processes.
• Maintain accurate records of all customer interactions and follow-ups.
• Escalate complex cases when needed.
• Collaborate with sales and operations to improve the customer journey.
• Identify potential high-value Collectors Club members and refer them for key account development.

Skills

Customer service

English Cantonese Mandarin fluency

Language skills

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.

What You’ll Do

• Answer all inbound customer inquiries by phone, email, chat, and in-person visits promptly and professionally
• Meet face-to-face with (potential) Collectors Club members during office visits, events, and trade shows to provide personalized service
• Support customers with submission-related questions, account updates, service information, and general PCGS processes
• Maintain accurate records of all customer interactions and follow-up actions
• Escalate complex cases when needed
• Partner with sales and operations team to improve customer journey
• Identify potential high-value Collectors Club members and refer them to Business Development team for key account development opportunities

Who You Are

• 2+ years customer service experience preferred
• Customer-focused, organized, and professional
• Comfortable in fast-paced environment
• 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.

Compensation

Compensation for this position is competitive and will be determined based on experience, qualifications, location, and overall skillset.

Legal & Safety Notes

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.