Customer Service Advisor

We're expanding and looking for a Customer Service Advisor to join us in our London HQ.

The Role

With your prior experience in a customer facing role, you’ll have a focus on assisting our customers with their enquiries both pre and post auction, whilst playing a crucial role in identifying improvements in our processes and identifying sales opportunities with clients to maintain customer retention.

Responsibilities:

• Facilitate the smooth and efficient collection of managed watches, coordinating with buyers, sellers, and couriers.
• Respond promptly and professionally to customer inquiries via email and phone, addressing a wide range of questions related to watch and car auctions.
• Cultivate and maintain strong relationships with both sellers and buyers, building trust and rapport to ensure positive auction experiences.
• Accurately record and track all customer interactions, case details, and relevant information within Salesforce.
• Proactively identify and resolve customer issues, escalating complex problems to the appropriate teams/heads as needed.
• Provide support to the various consignment teams during live auctions, assisting with customer requests and ensuring a seamless auction process.
• Stay up-to-date on current and future changes on our terms and conditions.
• Contribute to process continuous improvements within the customer service team, identifying areas for increased efficiency and customer satisfaction.
• Collaborate with other departments, such as sales, tech, upload to provide a cohesive and comprehensive customer experience.
• Handle sensitive customer information with discretion and maintain confidentiality.
• Be an A player.

• You’ve ideally worked in a client services or customer service position previously
• You like to analyse problems and come up with innovative solutions. Identify areas for improvement and suggest changes to enhance our products and improve how we deliver services
• You work collaboratively and communicate effectively with all team members, including working alongside sales teams and the wider business
• You’re comfortable in a fast-paced start-up environment and able to maintain a high-level of quality
• You’re detail-oriented and able to catch issues early on
• You have a passion for great customer outcomes
• An interest in both Cars and Watches whilst not mandatory, is highly desirable
• Fluency in either Italian, German, Swedish, Dutch, French, Cantonese or Mandarin would be highly advantageous