Customer Service Advisor

The Collecting Group (TCG) isn't your average company; we're a team of culture curators who live and breathe cars and watches. We're not just disrupting the auction industry, we're redefining it. Our brands, Collecting Cars and Watch Collecting, are already leading the pack, but we're just getting started. We're expanding and looking for a Customer Service Advisor to join us in our London HQ.

The Role

You'll be joining our scale up journey as a Customer Service Advisor, where you'll work closely with both the Collecting Cars and Watch Collecting businesses, providing excellent customer service locally and internationally, whilst helping us continue to shape and mature our support capabilities. 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.

Required Skills and Experience

• 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