Client Experience Coordinator

Location: London, United Kingdom

Company

hirify.global provides auctions, private sales, retail, financial services, and specialist expertise across art and luxury object categories through a global network.

What you will do

• Handle client enquiries through email, telephone, and Freshdesk, managing cases from initial contact through resolution.
• Prioritise ticket volumes, monitor aged and high-priority cases, and resolve enquiries within service level agreements.
• Respond to questions about sales, payments, collections, shipping, invoices, documentation, and post-auction processes.
• Handle complaints and escalations while maintaining accurate records and identifying recurring service issues.
• Coordinate with specialist, finance, shipping, operations, vendors, and service providers to deliver client outcomes.
• Arrange outbound domestic and international shipments, prepare quotations, monitor delivery progress, and process export licences and customs documentation.

Requirements

• Experience managing high volumes of client enquiries, cases, or support tickets in a service-driven environment.
• Strong client service, active listening, empathy, conflict resolution, and relationship management skills.
• Experience working against service level agreements and performance targets.
• Excellent written and verbal communication, attention to detail, organisation, and prioritisation skills.
• Ability to remain calm, professional, and solution-focused in challenging client situations.
• Experience collaborating across multiple departments to resolve client issues.

Nice to have

• Experience with Freshdesk or similar case management platforms.
• Knowledge of post-sale operations, payments, collections, or logistics.
• SAP experience.
• Experience in fine art, luxury goods, or auction houses.
• Additional European language skills.

Culture & Benefits

• Work within a global organisation spanning 40 countries and multiple art and luxury categories.
• Collaborate with specialist and operational teams across post-auction activities.
• Support continuous improvement by sharing client pain points, service trends, and process enhancement opportunities.
• Follow established client service standards, company policies, and legal and regulatory requirements.