סקירה כללית
COLLECTOR SUPPORT REPRESENTATIVE Company Overview EDEN House of Art is a leading international contemporary art gallery and one of the five most influential galleries in the world. With prestigious locations spanning New York, Aspen, Miami, Las Vegas, London, Dubai, Saint-Tropez, and the Maldives, we are committed to continuously improving our service, personalizing and tailoring every experience for each collector. COLLECTOR SUPPORT REPRESENTATIVE Employment Type: Full-Time Work Arrangement: On-site, 9:00 AM
– 6:00 PM, 5 days per week Role Summary As a Collector Support Representative at EDEN House of Art, you are the front line of the EDEN experience. You will provide warm, precise, high-level support to our distinguished collectors through phone, email, WhatsApp, and digital channels—resolving inquiries, providing delivery information, supporting events, and assisting with every interaction that shapes their journey with us. You'll combine concierge-level service with operational excellence: fast response times, flawless follow-through, and clear, professional communication. This role requires a blend of sophistication, attention to detail, and genuine care for delivering an exceptional luxury experience. Key Responsibilities Collector Support & Communication * Respond to collector inquiries across multiple channels (phone, email, WhatsApp, chat) with a sense of urgency and a customer-centric, luxury-appropriate tone * Provide timely updates on orders, payments, authentication documentation (as applicable), shipping logistics, and delivery timelines * Handle sensitive requests with discretion and professionalism, particularly when supporting VIP collectors, high-value transactions, and special circumstances * Anticipate collector needs and proactively communicate to ensure seamless experiences Order, Delivery & Post-Purchase Care * Support end-to-end order management including invoicing coordination, shipping quotes, packaging preferences, delivery scheduling, and installation coordination (where relevant) * Coordinate with internal stakeholders, global logistics partners, and supplier networks to ensure collector satisfaction at every touchpoint * Proactively identify and flag potential risks (delays, customs issues, address changes, damage claims) and drive swift resolution with internal teams and vendors * Manage returns, exchanges, damage claims, and service escalations according to EDEN policies while always protecting the collector's trust and the gallery's reputation * Support gallery teams with accurate information, confirmations, and day-of coordination for events, exhibitions, and special occasions Internal Coordination * Act as a bridge between collectors and internal departments (Sales, Operations, Logistics, Finance, Marketing, Artist Team) to ensure seamless communication and execution * Maintain accurate, detailed CRM notes after each interaction, documenting preferences, issues, promised follow-ups, and collector insights * Escalate complex or high-risk cases quickly and appropriately, while maintaining ownership and accountability until full resolution Quality & Process Excellence * Follow standard operating procedures (SOPs) and actively contribute to improving them through refined templates, macros, FAQs, workflows, and edge-case handling protocols * Track recurring issues and propose improvements that reduce friction points and elevate the overall collector experience * Participate in team meetings and training sessions to stay aligned with gallery initiatives, product knowledge, and service standards Required Qualifications Experience: * 2+ years in background in luxury hotels, high-end resorts, concierge services, or VIP client management required * Experience in art, collectibles, luxury retail, or premium client services is a strong plus * Proven track record of delivering exceptional white-glove service to high-net-worth or discerning clientele Communication: * Excellent written and verbal English communication skills * Confident and comfortable interacting with high-net-worth collectors and VIP clients * Ability to adapt tone and messaging to match luxury brand standards Operational Excellence: * Strong attention to detail with exceptional follow-up, documentation, and prioritization skills * Comfortable working with CRM/ticketing tools (e.g., Salesforce, HubSpot, or similar platforms) * Proficient in Google Workspace and WhatsApp Business * Ability to manage multiple inquiries simultaneously while maintaining quality and accuracy Personal Attributes: * Ability to remain composed under pressure and handle sensitive situations with tact and professionalism * Problem-solver with a proactive, solutions-oriented mindset * Reliable, accountable, and committed to delivering on promises Skills We Value * Warmth + Precision: Balancing genuine care with meticulous attention to detail * Ownership Mindset: Taking full responsibility for collector experiences from first contact to resolution * Brand Sensitivity: Understanding luxury tone, aesthetics, and the nuances of high-end client relationships * Discretion & Trustworthiness: Handling confidential information and VIP relationships with the utmost professionalism * Empathy & Emotional Intelligence: Reading between the lines and anticipating unspoken needs Nice to Have * Experience in art galleries, design firms, luxury hospitality, or premium e-commerce logistics * Additional languages (Spanish, French, Mandarin, Russian, Arabic, or others) * Experience supporting international shipping, customs procedures, and cross-border logistics * Knowledge of contemporary art or collecting * Background in luxury concierge services or guest experience management Why Join EDEN House of Art? This role offers the unique opportunity to be part of a world-class gallery team, working directly with collectors who are passionate about contemporary art. You'll gain insight into the international art market, develop relationships with sophisticated clientele, and contribute to shaping exceptional experiences that define EDEN's reputation for excellence. What We Offer: * Work with a prestigious, globally recognized art gallery * Exposure to internationally acclaimed contemporary artists and exhibitions * Professional development in luxury client services and the art market * Collaborative, dynamic work environment * Opportunity to grow within an expanding international organization Application Process To Apply: Please submit your resume via LinkedIn or through the EDEN House of Art careers portal at www.edenart.com/career EDEN House of Art doesn't merely present art, but practices it in the most profound manner – meticulously curated exhibitions, exceptional presentation, and outstanding hospitality that fosters meaningful connections between artists, collectors, and the public.
דרישות המשרה
Collector Support & Communication * Respond to collector inquiries across multiple channels (phone, email, WhatsApp, chat) with a sense of urgency and a customer-centric, luxury-appropriate tone * Provide timely updates on orders, payments, authentication documentation (as applicable), shipping logistics, and delivery timelines * Handle sensitive requests with discretion and professionalism, parti
