Client Experience Associate

ABOUT SOTHEBY’S

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

This role would provide interchangeable support to Client Services and the widerClient Experience department, acting primarily as in-person support for clients andvisitors to Sotheby’s Paris. The role requires individuals to work diligently, withextreme attention to detail, ensuring all client interactions are handled professionally,efficiently, and in accordance with Sotheby’s service standards and SLAs. Workingclosely with specialist departments and operational teams, the Client Liaison takesownership of client issues through to resolution while proactively identifyingopportunities to improve the overall client journey.

The successful candidate will have a passionate and detailed approach, with a desireto exceed client needs and expectations whilst promoting a highly professional andpositive image for Sotheby’s.

RESPONSIBILITIES

Client Services

• Be the welcoming face of Sotheby’s
• Greeting clients, assisting with general enquiries and triaging to relevantdepartments
• Liaising closely and maintaining strong working communications with ClientExperience, Bids, Seller Operations, Security, Events, Marketing andBoardroom, and various other internal stakeholders and departments, toensure smooth running of front of house
• Supporting Paddle Registration during sales
• Working on the Valuations desk, liaising with relevant Specialist, or providingalternative referrals
• Taking registration and bidding instructions from clients and Sotheby’s staff inperson
• Always complying with Security, Compliance and KYC guidelines
• Occasionally supporting Cloakroom as necessary
• Keeping the Front of House area and Catalogue displays immaculate at alltimes
• Providing exceptional client service on the counter in respect of all saleactivities
• Supporting the Bids department with back-office support and clerking wherenecessary

Client Care

• Act as the primary point of contact for client enquiries across email andtelephone channels.
• Deliver professional and accurate communications that reflect Sotheby’s clientservice standards.
• 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.

IDEAL EXPERIENCE & COMPETENCIES

Essential

• Professional English (spoken and written).
• Exceptional client service skills with strong abilities in active listening,empathy, conflict resolution and relationship management.
• Demonstrable experience managing high volumes of client enquiries, cases orsupport tickets within a service-driven environment.
• Experience working against service level agreements and performance targets.
• Excellent written and verbal communication skills with outstanding attentionto detail.
• Strong organisational skills with the ability to prioritise competing clientdemands.
• Ability to remain calm, professional and solution-focused when handlingchallenging client situations.
• Experience collaborating across multiple departments to achieve positiveclient outcomes.
• High level of computer literacy and able to display dexterity working acrossmultiple systems
• Ability and willingness to be flexible with working hours including weekendsand evenings where necessary
• Enthusiastic and calm under pressure, with a common-sense approach

Desirable

• Experience using SAP, Outlook
• Experience using Freshdesk or similar case management/ticketing platforms
• Experience using 8x8 phone platform or similar.

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.