layiq

/la·yiq/adjective

worthy; deserving; fitting; suitable.

A role, opportunity, or path that merits attention, time, and pursuit.

LAYIQ - Client Experience Representative, Casual at Sotheby's

CLIENT SERVICES
Be the welcoming face of Sotheby’s
Greeting clients, assisting with general enquiries and triaging to relevant departments
Liaising closely and maintaining strong working communications with Client Experience, Bids, Seller Operations, Security, Events, Marketing and Boardroom, and various other internal stakeholders and departments, to ensure smooth running of front of house
Supporting Paddle Registration, Vetting and Ticketing during sales
Working on the Valuations desk, liaising with relevant Specialist, or providing alternative referrals
Handling, unpacking and labelling incoming property for Registrars
Taking registration and bidding instructions from clients and Sotheby’s staff in person
Always complying with Security, Compliance and KYC guidelines
Occasionally supporting Cloakroom as necessary
Keeping the Front of House area and Catalogue displays immaculate at all times
Providing exceptional client service on the counter in respect of all sale activities
Supporting the Bids department with back-office support and clerking where necessary
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 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.
Key Skills & Experience
Essential
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 or support tickets within a service-driven environment.
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.
High level of computer literacy and able to display dexterity working across multiple systems
Ability and willingness to be flexible with working hours including weekends and evenings where necessary
Enthusiastic and calm under pressure, with a common-sense approach
Desirable
Experience using SAP
Experience using Freshdesk or similar case management/ticketing platforms
Second language would be advantageous
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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.

Client Experience Representative, Casual

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