PCGS Customer Care Manager
On-siteHong Kong, Hong Kong
Job Summary
Develop and maintain customer service standards, workflows, and performance management practices for the regional team. Lead, coach, and manage customer service staff to ensure service targets are met while handling escalated issues and complaints professionally. Identify high-value Collectors Club members and refer them to Business Development for key account opportunities. Monitor service performance, analyze data to identify process improvements, and organize team training programs. Partner with sales and operations to improve the customer journey and build strong internal relationships. Manage the customer service function across the Asia-Pacific region to support business growth and strengthen customer satisfaction.
Required Qualifications
- Strong customer service mindset
- Problem-solving skills
- Effective people management
- Motivation of teams
- Fluent in English
- Fluent in Cantonese
- Fluent in Mandarin
Desired Qualifications
- Interest in the collectibles, auction, or grading industries
- Additional Asian language skills
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