Client Experience Specialist - Post-Auction Support

Sothebys; Greater London; On-site; GBP 26,000 - 38,000; Full time

Job summary

Sotheby’s is seeking a Client Experience Representative to deliver an exceptional post-auction client experience. You will be the primary contact for client enquiries across phone, email and ticketing channels, ensuring timely, professional communications and adherence to SLAs.

You will collaborate with specialists and operations to resolve issues and enhance the client journey. Key focus on early client care with potential support across post-auction activities, handling shipping/logistics

Qualifications

• Demonstrable experience managing high volumes of client enquiries, cases or support tickets within a service-driven environment.
• Exceptional client service skills with 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 and 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.

Responsibilities

• 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 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 enquiries 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 escape 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.

Skills

Client service

Communication skills

Ticketing systems

Multi-channel support

Tools

Freshdesk

Job description

Sotheby’s is seeking a Client Experience Representative to deliver an exceptional post-auction client experience. You will be the primary contact for client enquiries across phone, email and ticketing channels, ensuring timely, professional communications and adherence to SLAs.

You will collaborate with specialists and operations to resolve issues and enhance the client journey. Key focus on early client care with potential support across post-auction activities, handling shipping/logistics