Client Experience Coordinator

Client Experience Coordinators works as part of Client Experience Team that is responsible for supporting clients through the post-sale process in accordance with company policies and best practices whilst delivering high-quality client service.

Responsibilities

Work as part of a Client Experience Team, ensuring all post-sale actions and SLAs are met in a timely and professional manner; Support the wider team with sale related tasks based on client needs and manager prioritization; Support the other regional offices when necessary; Issuing timely and accurate client communications via email and phone calls; Escalate any risks or issues impacting client experience within a timely manner and recommend remedial actions; Ensure financial transactions (eg waiving charges – storage, interest) comply with corporate governance; Respond to general client inquiries g., general correspondence, phone inquiries, letters etc.; Partner with other business areas, to respond to client inquiries, resolve client issues and execute client transactions to ensure the highest level of client satisfaction; Participate in project work as requested by Head of Client Experience; Process and allocate incoming shipping payments to client accounts and perform daily reconciliations to ensure completeness; Manage third party payments and the suspense/unidentified account - escalating payments to client accounts receivable managers to assist with; Assist the front of house Client Service Representatives team when necessary, dealing with client payments and queries in person and over the phone; Arrange the shipping and associated logistics requirements for all outbound property; both domestic and international; Monitor and execute quote requests in a timely manner in line with established service level; Prepare automated quotes, process any required changes to quotes, and accept quotes in Sotheby’s; Obtain quotes from shippers and other related service providers for shipments and select the most suitable option for our clients; Provide customs documents for definitive export and request export licenses such as ‘FR export License’ ‘FR export Cites’; Monitor the progress of international and domestic outbound shipments of property, conferring with vendors to troubleshoot and rectify problems in a proactive and timely manner whilst ensuring that the relevant parties are kept informed accordingly; Ensure property is shipped in compliance with all applicable laws; Ensure that all communications with clients are carried out in accordance with our agreed SLAs

Requirements

At least 3+ years’ related work experience; Professional English (spoken and written); Excellent client service skills with demonstrated capability in active listening, empathy, service orientation and patience; Exemplary written and verbal communication skills and a high level of attention to detail; Logical and practical thinking, with excellent resourcefulness and problem-solving skills; Ability to learn quickly and apply knowledge to new; Comfortable working in a fast paced, deadline driven and reactive environment with the ability to remain calm under pressure; Ability to work both independently and to partner with; Strong knowledge of Microsoft Office particularly Word, Excel

Nice to have

Existing knowledge of logistics, including current domestic and international packing methods, transportation methods and regulatory compliance; Prior experience with SAP & Freshdesk