Client Experience Concierge - Post-Sale Excellence

Cultural Signal; Greater London; Hybrid; GBP 32,000 - 43,000; Full time

Job summary

Sotheby’s is seeking a proactive Post-Sale Experience assistant to deliver timely, accurate service to clients by email and telephone. You will manage queries, coordinate with Post-Sale Shipping and internal teams to ensure smooth post-sale communications and documentation.

Ideal candidates will maintain confidentiality, communicate clearly, and work well with colleagues, while supporting day-to-day shipping activities and handling VAT refunds and receipts where needed.

Qualifications

• Calm demeanour and professional presentation under pressure.
• Exceptional oral and written communication skills.
• Strong client service orientation and responsiveness.
• Second European language is desirable.
• Good numeracy and data handling.
• Excellent organisational abilities and follow-through.
• Ability to work independently and with colleagues.
• High standards of confidentiality and discretion.
• Problem solving and resourcefulness in a post-sale environment.
• Experience working with SAP is preferable.

Responsibilities

• Manage and resolve client queries, complaints and special requests with professionalism and efficiency.
• Coordinate with Post-Sale Shipping and internal departments to ensure smooth post-sale communication and alignment
• Support Post-Sale Shipping by assisting with day-to-day activities within the team
• Triaging Freshdesk Tickets & Client Phone calls where appropriate.
• Ensuring Freshdesk Tickets are replied to in accordance with all Sotheby’s SLA’s
• Reporting on available shipping quotes and issuing to clients in a timely manner
• Processing VAT refunds and resale certificates
• Document management
• Generating payment links where required
• Assisting in the arrangement of client collections by coordinating with all relevant parties and providing lot location information to clients.
• Review the daily ship list, to ensure that all property is available for collection the following day
• Ensuring all calls are answered in a timely manner.
• Escalating of Freshdesk tickets to relevant departments
• Work in Collaboration with , Post-sale Shipping, Client Accounts Receivable Managers and Financial Team

Skills

Calm under pressure

Excellent communication

Client service

Second European language

Numeracy

Organisational skills

Independent working

Discretion/ confidentiality

Problem solving

Team collaboration

Tools

SAP

Job description

Sotheby’s is seeking a proactive Post-Sale Experience assistant to deliver timely, accurate service to clients by email and telephone. You will manage queries, coordinate with Post-Sale Shipping and internal teams to ensure smooth post-sale communications and documentation.

Ideal candidates will maintain confidentiality, communicate clearly, and work well with colleagues, while supporting day-to-day shipping activities and handling VAT refunds and receipts where needed.