Role Purpose:

The Client Services Officer represents Christie’s to clients and the general public, embodying the business’ core values and upholding our Client Service Standards. The Officer handles a variety of client queries in person, on telephone, and via email as they relate to all transactional aspects of bidding, buying, selling, payment and locating property in upcoming sales. This position requires active listening, efficient problem-solving and effective judgment in addressing client queries and escalating issues as appropriate.

Accountabilities

1. Client Services
 a. Handle general client (internal and external) enquiries across all communication channels
 b. Maintain and refresh all signage, posters, catalogue displays within the public spaces including FOH, Registration and Payments area
 c. Liaise with back office staff on client visits to ensure comfortable meeting place is available upon their arrivals
 d. Maintain record of catalogue sales and coordinate with Accounts on payment received
 e. Provide onsite support at Hong Kong Sales and other special events as requested

2. Bid Services
 a. Direct communication with clients and create new accounts on COS
 b. Manage all bids received through all channels
 c. Follow correct procedures for Anti-Money Laundering, Credit Control for clients
 d. Responsible for supporting any bids related administrative task through in-house systems (JDE)
 e. Proficient in Christie’s Live registration and procedures

3. Cashiers:
 a. Handle incoming funds received via all methods of payments
 b. Handle client enquiries on payment received, outstanding payments or charges and collection procedures
 c. Have good knowledge of all methods of payment, credit facilities, cheque approval facilities, exchange rates, payment for lots at different Christie’s location, VAT, Sales Tax and consignment tax
 d. Handle Post Sale inbox enquiries as allocated by supervisor

Key Performance Indicators

Business Outcomes: 
• Accuracy of data
• Speed of response
• Volume of outcomes/actions

Business Processes:
• Accuracy of processes
• Attention to details

People and Behaviors
• Team work
• Influencing
• Customer service

Skills and Experience

• BA/BS or comparable working experience in client service preferred
• Ability to work with clients in person and remotely
• Ability to work well as a team and promote team effectiveness
• High degree of organization with ability to multi-task, prioritize and follow up promptly
• Willingness to accept assignments with positive attitude
• Excellent verbal and written presentation skills
• Flexible working hours when required, including evening and weekend sale/event coverage
• Excellent general IT skills and ability to learn all Christie’s systems
• Fluency in Cantonese, Mandarin and English