Client Experience Representative

THE ROLE

Client Experience Representatives are responsible for delivering an exceptional post-auction client experience by acting as the primary point of contact for client enquiries and managing daily client care case volumes across phone, email and ticketing channels. The role requires individuals to work diligently, with extreme attention to detail, ensuring all client interactions are handled professionally, efficiently, and in accordance with Sotheby's service standards and SLAs. Working closely with specialist departments and operational teams, the Client Experience Representative takes ownership of client issues through to resolution while proactively identifying opportunities to improve the overall client journey.

As this role falls under the Client Experience Team umbrella, its core focus is on early client care; however, additional support across areas supporting post-auction activity will also be required.

RESPONSIBILITIES

Client Care

· Act as the primary point of contact for client enquiries across email, telephone and Freshdesk channels.

· Manage daily ticket volumes, ensuring all client cases are appropriately prioritised, actioned and resolved within established service level agreements.

· Take ownership of client cases from enquiry through to resolution, coordinating with relevant internal stakeholders as required.

· Deliver timely, professional and accurate communications that reflect Sotheby's client service standards.

· Proactively monitor ticket queues, identifying aged, high-priority or at-risk cases and driving timely resolution.

· Respond to general client enquiries relating to selling items, general enquires about sales, payments, collections, shipping, invoices, documentation and post auction processes.

· Handle client complaints, concerns and escalation requests with empathy, professionalism and a solution-focused approach.

· Identify service failures, operational issues or recurring trends that may negatively impact the client experience and escalate accordingly.

· Work collaboratively with specialists, finance, shipping and other operational teams to ensure seamless client outcomes.

· Maintain detailed and accurate records of client interactions and case activity.

· Support continuous improvement initiatives by providing feedback on client pain points, service trends and process enhancement opportunities.

· Participate in client experience projects and initiatives as requested by management.

Shipping & Logistics Coordination

· Authorise the financial release of property in accordance with company policies.

· Arrange shipping and logistics requirements for outbound property, both domestic and international.

· Monitor shipping quote requests and support timely fulfilment in line with service standards.

· Prepare, amend and process shipping quotations within Sotheby's systems.

· Liaise with approved shipping vendors and service providers to coordinate shipments.

· Monitor shipment progress and proactively resolve logistics-related issues.

· Manage export licence applications and customs documentation where applicable.

· Ensure all shipments comply with legal, regulatory and company requirements.

· Maintain shipping documentation and support vendor invoice processing, reporting and administrative requirements.

Skills & Experience Section

Essential

· Demonstrable experience managing high volumes of client enquiries, cases or support tickets within a service-driven environment.

· Exceptional client service skills with strong abilities in active listening, empathy, conflict resolution and relationship management.

· Experience working against service level agreements and performance targets.

· Excellent written and verbal communication skills with outstanding attention to detail.

· Strong organisational skills with the ability to prioritise competing client demands.

· Ability to remain calm, professional and solution-focused when handling challenging client situations.

· Experience collaborating across multiple departments to achieve positive client outcomes.

Desirable

· Experience using Freshdesk or similar case management/ticketing platforms.

· Knowledge of post-sale operations, payments, collections or logistics.

· SAP experience.

· Fine art, luxury goods or auction house experience.

· Additional European language skills.