Customer Experience Associate, APAC

Responsibilities

• Responsible for handling and transportation of all products
• Partner with Ops team to properly receive and process submissions at events, shows, and private drop off instances
• Effectively communicates booth and travel needs to internal and external stakeholders
• Project manage every off-site drop off events and shows
• Prioritizes responsibilities during show hours
• Ensures take-home orders are accounted for and stored safely: accurately manifesting all product, packing and shipping collectibles in the best way to avoid damage
• Verifies all outgoing product is within the specification of company standard
• Organizes and processes orders by service level and expedites orders as necessary
• Resolves escalated customer complaints and issues in person, over the phone, through email or with messaging platforms
• Assist representatives in the Slack chat by answering their questions and providing support
• Attend and supervise trade shows: packing supplies, set up and breakdown of booth, ensure positive customer experience
• Create standard operating procedures for new processes and help to build out our employee resource hub
• Produce monthly reporting on events performance and future planned events
• Looks at ways to improve processes and the overall customer experience

Requirements

• Valid passport
• Communication Skills -The ability to communicate with others effectively in order to resolve conflicts, solve problems and, most importantly, maintain and generate business.
• Problem Solving: Ability to identify and resolve problems quickly and accurately, with limited supervision.
• Time Management

Benefits

Additional Information

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. コレクターズ（Collectors）は、世界中のコレクターの皆様に付加価値の高いサービスを提供する、革新的なテクノロジーのリーディングカンパニーです。私たちは、数百万点に及ぶ記録的な価値を持つコレクターズアイテムのグレーディング、真贋鑑定、保管、および販売を行っています。また、コレクターの皆様が自身の情熱を追求できるよう支援するというというミッションのもと、これらのプロセスの近代化とデジタル化にも注力しています。現在、成長を続ける私たちのチームに加わっていただける人材を常に募集しています。 当社のサービス対象は、トレーディングカード、サイン、コミック、コイン、ビデオゲーム、イベントチケット、メモラビリアなど多岐にわたります。主な傘下ブランドには、PSA、PCGS、Beckett、SGC、Card Ladderが含まれます。 1986年の創業以来、私たちは数百万点ものアイテムのグレーディング、と真贋鑑定を行ってきました。カリフォルニア州サンタアナの本社に加え、ニュージャージー、テキサス、フロリダ、日本、上海、香港、カナダ、メキシコ、ドイツ、フランスに拠点を構え、合計3,000名以上の従業員が活躍しています。 About PSA PSA is the world's largest trading card, autograph and memorabilia authentication and grading service, Since its inception in 1991, PSA has certified over 40 million cards and collectibles with a cumulative declared value of over a billion dollars. Collectors Universe Japan GK which was established in 2018, provides PSA services to the Japanese market. As the only third-party grading service provider in Japan, PSA has emerged as the dominant leader in authentication and grading for trading cards in the region. PSAについて Professional Sports Authenticator (PSA) は世界最大そして最も信頼されている第三者トレーディングカード真贋鑑定・グレーディングサービス会社です。1991年の創業以来、PSAは4,000万枚以上のカードと1,000億円以上の累計申告価格の収集品を鑑定してきました。日本では、2018年に設立されたCOLLECTORS UNIVERSE JAPAN合同会社を通じて、PSAのサービスを提供しています。日本国内で唯一の第三者グレーディングサービスプロバイダーとして、PSAはトレーディングカードの真贋鑑定およびグレーディング分野において、国内市場で確固たるリーダー的地位を築いています。 We're looking for a Customer Experience Associate, APAC to join our team to provide world-class customer care to our fans around the globe. This role will actively look for ways to deliver an incredible experience to our fans at drop-off events and shows. You will be responsible for coordinating employees who travel to shows, schedules, set up and working with Security to make sure all items received get to headquarters for grading. A keen eye for keeping submissions we receive will be critical to the success of the person in the role. You'll contribute to the growth and development of the APAC Market. Lead by example, motivate colleagues, and direct daily activities of concierge representatives at shows and events. Deliver exceptional customer care in person, over the phone, and through e-mail correspondence. Maintain a professional image while answering customer inquiries and resolving outstanding concerns. Look at ways to improve the show process and expand the Collectors footprint at events. You'll report to the Head of International Expansion, APAC and work from our Tokyo, Japan office. There is 30%+ of travel required for this role.

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