Client Experience Representative

THE ROLE

Stationed in the Maison in Central the Client Experience Representative should have a passionate approach with a desire to exceed client needs. You should maintain the highest professional standard to ensure client experience is consistent with Sotheby’s global standard across all locations. You will ensure a seamless and unique luxurious experience for every client and partner closely with other teams and salons including Client Advisors, Registrar, Galleries, etc. to ensure smooth daily
operations.

The responsibilities of this position include but are not limited to the following:

RESPONSIBILITIES

• Be the welcoming face of Sotheby’s to deliver first class services to all clients including answering general enquiries, resolving client issues for all functionalities of the Maison in light of the company's standard
• Provide transactional support to clients including:
  • Process payment transactions for all applicable payment methods promptly and accurately with high level of compliance and accuracy at the Maison
  • Provide transactional support to clients on a day-to-day basis such as: assisting in enquiries, bids and paddle registration, account setup and troubleshooting
  • Facilitate the fulfillment process for both auction and retail property
• Work closely with all Business units (Registrars, Facilities Management, Postsale Services, Bids Department, Maison’s Client Advisors and etc.) to ensure smooth client experience
• Perform other duties/ad hoc projects as assigned by the manager
• Demonstrate a thorough understanding of security and compliance policies, and provide support to other Client Services Representative when needed

IDEAL EXPERIENCE & COMPETENCIES

• University graduate (or equivalent) with 1 to 2 years relevant working experience preferred
• Previous work experience in art or luxury retail industry and/or client servicing is desirable
• Understanding of auction or luxury retail business is preferred
• Exceptional client service skills, ability to remain calm in pressured situations with a friendly, enthusiastic, and welcoming disposition
• Good Excel skills on daily POS/ Credit Card settlement is advantage
• Excellent interpersonal skills and proven ability to communicate confidently with both clients and all levels of staff within the business
• Strong attention to detail and organizational skills, ability to set priorities and meet deadlines
• Proactive thinking and flexible to undertake a wide range of tasks
• Able to work in the evenings and weekends when needed
• Fluency in written and spoken Chinese and English is essential
• Sound knowledge of Microsoft Office. Prior experience with SAP is advantageous
• Be punctual, reliable and capable of working independently as part of a busy team