Collector Support Representative

Job Title

Collector Support Representative

About Us

We are Eden House of Art, the leading art gallery in our segment and among the 5 most influential in the world. We continuously look to improve our service, personalize and tailor it for each collector.

Role Summary

As a Collector Support Representative, you are the front line of the EDEN experience. You will provide warm, precise, high-level support to our collectors through phones, email, WhatsApp, and digital channels, resolving issues, deliveries information, supporting events, and assist in every interaction.

You’ll combine concierge-level service with operational excellence: fast response times, flawless follow-through, and clear communication.

Key Responsibilities

Collector Support & Communication

●     Respond to collectors’ inquiries across phone/email/WhatsApp/chat with a sense of urgency and

customers’ centric tone.

●     Provide updates on orders, payments, authentication documentation (as applicable), shipping, and

delivery timelines.

●     Handle sensitive requests with discretion and professionalism (VIP collectors, high-value orders,

special circumstances).

Order, Delivery & Post-Purchase Care

●     Support end-to-end order management: invoicing coordination, shipping quotes, packaging

preferences, delivery scheduling, and installation coordination (where relevant).

●     Coordinating with our stakeholders, global logistics and supplier network to ensure collector

satisfaction.

●     Proactively flag risks (delays, customs issues, address changes, damage claims) and drive resolution

with internal teams and vendors.

●     Manage returns/exchanges, damage claims, and service escalations according to EDEN policies always

protecting collector's trust.

●     Support gallery teams with accurate information, confirmations, and day-of coordination when

needed.

Internal Coordination

●     Act as a bridge between collectors and internal departments (Sales, Operations, Logistics, Finance,

Marketing, Artist Team).

●     Maintain accurate, detailed CRM notes after each interaction (preferences, issues, promised follow-

ups).

●     Escalate complex or high-risk cases quickly and correctly, while maintaining ownership until resolved.

Quality & Process Excellence

●     Follow SOPs and contribute to improving them: templates, macros, FAQs, workflows, and edge-case

handling.

●     Track recurring issues and propose improvements that reduce friction and elevate the collector’s

experience.

Qualifications

●     2+ years in customer support, concierge, hospitality, luxury retail, or client services (art/collectibles a

plus).

●     Excellent written and verbal English communication; confident with high-net-worth clientele.

●     Strong operational discipline: details, follow-ups, documentation, and prioritization.

●     Comfortable working with CRM/ticketing tools (e.g., Salesforce/HubSpot/Zendesk or similar), Google

Workspace, and WhatsApp Business.

●     Ability to stay composed under pressure and handle sensitive situations with tact.

Skills We Value

●     Warmth + precision

●     Ownership mindset

●     Taste and brand sensitivity, understanding luxury tone

●     Discretion and trustworthiness.

Nice to Have

●     Experience in art galleries, design, luxury hospitality, or premium e-commerce logistics

●     Additional languages

●     Experience supporting international shipping/customs

Reporting Line

Reports to: CMO

Work Arrangement

Full-time (9am-6pm, 5 days per week.)