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    Temporary Marketplace Concierge Associate - New York, United States - Sothebys group

    Sothebys group
    Sothebys group New York, United States

    2 days ago

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    Description

    **Temporary Marketplace Concierge Associate**

    at Sotheby's New York, United States **ABOUT SOTHEBY'S**

    Established in 1744, Sothebys is the worlds premier destination for art and luxury. Synonymous with innovation, Sothebys promotes access, connoisseurship and preservation of fine art and rare objects through auctions, private sales and retail locations. Our trusted global marketplace is supported by a network of specialists spanning 40 countries and 50 categories, which include Contemporary Art, Modern and Impressionist Art, Old Masters, Chinese Works of Art, Jewelry, Watches, Wine and Spirits, and Interiors, among many others.

    **THE ROLE**

    Sothebys Marketplace, a fast growing and successful e-commerce division within Sothebys Inc., is seeking a customer centric Concierge Associate to join our Marketplace Concierge Team. The ideal candidate will be comfortable speaking to customers, self-motivated, and have experience working in e-commerce. Prior customer service experience is preferred. The selected candidate will receive product training.

    **RESPONSIBILITIES**

    Main service and sales point of contact for our customers who are both shoppers and sellers.

    Maintains and builds long term relationships with our customers with a focus on repeat engagement and retention.

    Attends to customer calls, chats and email responses and leverages these channels to build trust with our clients.

    Embodies a customer obsession and goes above and beyond to deliver happiness to our customers in a timely manner.

    Possesses product knowledge across the luxury categories and communicates articulately with customers helping them with discovery, exploration, and education along the customer journey.

    Proactively resolves any customer issues or roadblocks anticipating our clients needs vs. reacting to them.

    Acts as a liaison with marketing and account management to build rapport with our customers and VIP clientele with personalized outreach. Not cookie cutter or transactional.

    Helps facilitate and process new orders, including customer verification, disputes, on-demand requests, and a seamless post-purchase experience with frequent and transparent communication.

    Works with multiple teams across operations, merchandising, technology, finance and outside vendors and partners to resolve issues and optimize the client journey and experience.

    Organize and keep detailed record of internal processes and procedures.

    Owns, maintains, and reports on individual OKRs that align with overall team and company goals.

    Represents and personifies the Sothebys brand, values, and culture on a daily basis across all channels.

    **IDEAL EXPERIENCE & COMPETENCIES**

    Bachelor's or advanced degree in a related field preferred.

    Excellent client service skills with demonstrated capability in active listening, empathy, service orientation and patience.

    Calm demeanour, especially under pressure, with a friendly, enthusiastic, and welcoming disposition.

    Strong verbal and written communication skills, including excellent phone manner and client service attitude.

    High emotional intelligence and hospitality quotient (HQ). Natural people-person who wears their heart on their sleeve.

    Excellent organizational skills and ability to interact with a broad variety of clients, internal and external.

    Highest standard of confidentiality, discretion, and work ethic with desire to exceed expectations.

    Effectively communicates with co-workers and outside partners.

    Self-driven and results driven by getting things done in a timely fashion and driving initiatives to achieve our goals.

    Ability to troubleshoot and solve problematic situations on a regular basis

    Positive interpersonal manner and strong team player who cares about the wellbeing of others. We not I.

    Detail-oriented, very organized and follows up on time.

    Works with consistency, proactivity, and personalizes engagement with clients.

    Entrepreneurial and thrives in a fast-paced environment.

    Demonstrates grit with an indomitable spirit to go the extra mile when the going gets tough.

    Possesses a growth mindset and constantly challenges themselves and the status quo to grow.

    Exhibits resourcefulness and ability to find creative solutions to impossible problems. Always looking for leverage.

    Multi-lingual skills are a plus.

    Experience with communication and order management tools & platforms, Excel, CRM, and SAP are preferred.

    ***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.***


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