At a Glance
- Tasks: Deliver exceptional client care and manage enquiries across various channels.
- Company: Join Sotheby’s, a prestigious auction house with a rich history since 1744.
- Benefits: Gain valuable experience in luxury goods and art while working in a dynamic environment.
- Other info: Collaborate with diverse teams and contribute to continuous improvement initiatives.
- Why this job: Be the voice of clients and enhance their experience in the world of art and luxury.
- Qualifications: Strong communication skills and experience in client service are essential.
The predicted salary is between 27000 - 33000 £ per year.
Established in 1744, Sotheby’s promotes access and ownership of exceptional art and luxury objects through auctions, private sales and retail.
Our deep expertise across 70 selling categories is supported by a leading technology platform and a global network of specialists spanning 40 countries.
Selling categories include Contemporary Art, Modern and Impressionist Art, Old Masters, Chinese Works of Art, Jewelry, Watches, Wine and Spirits and Design, as well as collectible cars and real estate through RM Sotheby’s and Concierge.
Sotheby’s Financial Services is a leading art lender and provides capital solutions for collectors around the world, having originated more than $12 billion in loans since its inception.
Sotheby’s new global headquarters is now open at the iconic Breuer building at 945 Madison Avenue in New York City.
THE ROLE
Client Experience Coordinators 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 Coordinator 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 elevate 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
- 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.
- Experience using Freshdesk or similar case management/ticketing platforms.
- Knowledge of post‑sale operations, payments, collections or logistics.
- Fine art, luxury goods or auction house experience.
- Additional European language skills.
- To view our
- Candidate Privacy Notice for the US, please click here
- To view our
- Candidate Privacy Notice for the UK, Hong Kong, France and Switzerland, please click here
The Company is an equal opportunity employer and considers all applicants for employment without regard to race (including, without limitation, traits historically associated with race, such as natural hair, hair texture, and protective and treated or untreated hairstyles), color, creed, religion, sex, sexual orientation, marital or civil partnership/union status, national origin, age, disability, pregnancy, genetic predisposition, genetic information, reproductive health decision, sexual orientation, gender identity or expression, alienage or citizenship status, domestic violence victim status, military or veteran status, or any other characteristic protected by federal, state/province or local law.
The Company complies with applicable state and local laws prohibiting discrimination in employment in every jurisdiction in which it operates.
#J-18808-Ljbffr
Client Experience Coordinator London employer: Sotheby's International
Sotheby’s, a prestigious name in the art world since 1744, offers an exceptional work environment for the Researcher role in Old Masters Paintings based in London. With a commitment to employee growth and a collaborative culture, Sotheby’s provides access to a wealth of resources and expertise, ensuring that team members can thrive in their careers while contributing to the legacy of fine art. The company values diversity and inclusion, fostering a workplace where every individual can excel and make a meaningful impact.
StudySmarter Expert Advice🤫
We think this is how you could land Client Experience Coordinator London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Sotheby's International. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Sotheby's International before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Client Experience Coordinator London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Sotheby's International:Your cover letter is your chance to shine! Tell us why you want to work at Sotheby's International specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Sotheby's International!
How to prepare for a job interview at Sotheby's International
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
