Client Support Specialist

About The Company

Established in 2015, Hotlotz is Singapore's leading auction house for art, luxury items, and collectibles, holding more than 60 timed online sales every year. We combine a global online digital bidding platform with a physical local saleroom for public viewing, alongside a buy-now marketplace that offers immediate purchases. 

Our specialist valuers provide professional appraisals across many asset categories, including Fine Art, Jewellery, Watches, Asian Works of Art, Fashion, and many others. Assisting private consignors, estates, and corporate institutions, Hotlotz maintains rigorous operational integrity, registered under the Ministry of Law and licensed by the Singapore Police Force.

Consigned lots are on view in our saleroon, with bidding managed via our digital platform. In late 2026, our operations will relocate to a new flagship saleroom in Bukit Merah.

Our international team comprises over 25 dedicated staff members across four core business units: valuations, operations, growth, and technology.

To discover further details, please visit www.hotlotz.com.

About The Role

Our Client Support team is the first point of contact for everyone who deals with Hotlotz: buyers, sellers, collectors, estates, and corporate clients. Clients reach us at the saleroom reception desk, by phone, on WhatsApp, and by email, and they expect a quick, accurate and friendly answer wherever they find us.

We are looking for a Client Support Specialist, and we welcome applications from fresh graduates. Based directly in our saleroom, this hands-on role involves managing extensive client communications across all channels. You will deliver dedicated support throughout every stage of the customer journey, including assisting with account registration, KYC/KYB identity compliance, consignment requests, and coordinating meetings with our specialist valuation team.

The questions you receive will be varied: how to bid, how buyer's premium and GST work, when and how to collect a purchase, or how to consign an item or collection. As such, a crucial trait you need to possess is the ability to learn quickly, understand the details, and explain it clearly and patiently. When things do not go to plan, you will handle the situation with tact and care, and know when to bring in a colleague.

This role is ideal for someone who enjoys helping people, takes pride in getting the details right, and is proactive about solving a client's problem before they have to ask twice. Reporting to the Operations Manager, you will join a team of Client Support Specialists and work closely with our valuation, operations and finance teams, and learn a great deal about art, luxury objects and the auction business along the way.

Key Responsibilities

Saleroom Reception

• Staff the reception desk on a rotation with other members of the Client Support team, welcoming clients who come in to view, consign, collect, or make enquiries
• Direct visitors to the right colleague or space, and make sure every client leaves with a clear answer or a clear next step
• Keep the reception area organised and presentable, in keeping with Hotlotz’s image and brand

Phone & WhatsApp

• Answer incoming calls promptly and professionally, resolving enquiries on the spot wherever possible, and taking clear, precise messages otherwise
• Respond to WhatsApp enquiries through our internal CRM tool
• Log enquiries accurately, follow up on open conversations, and route specialist questions to the right team

Email

• Manage our client inboxes, keeping response times short and every reply accurate, warm, and on brand
• Provide a personal, high-touch service wherever possible, escalating to senior colleagues where needed
• Help build and maintain saved replies and templates so that answers stay consistent across the team

Identity Verification (KYC & KYB)

• Review KYC (individual) and KYB (business) verification cases in our identity verification provider’s platform (Persona), checking identity documents, proof of address, and company documents according to our procedures
• Approve straightforward cases, request further information from clients where needed, and escalate cases to our compliance lead in line with our internal guidelines and policies
• Guide clients through the verification process clearly and patiently, and handle all personal data with discretion and in line with the PDPA and our regulatory obligations

Valuation Appointments

• Book and manage valuation appointments for our specialists, coordinating calendars and confirming details with clients
• Gather item descriptions and photos in advance so that specialists can prepare for each appointment
• Send reminders and follow-ups, and keep booking records up to date

Client Knowledge & Issue Resolution

• Consistently learn and update your working knowledge keeping in line with new developments and changes, which may include changes to areas such as: bidding and buyer's premium to GST, payments, collections, shipping and consignments
• Translate your working knowledge and explain them to clients in plain language
• Take ownership of client issues, such as payment queries, collection problems or complaints, and see them through to resolution with the relevant teams
• Handle sensitive or difficult conversations calmly and tactfully, knowing when to escalate
• Spot recurring questions and pain points, and suggest improvements to our FAQs, processes, and client communications

Requirements

We can only accept applications from Singapore citizens or Singapore permanent residents.

• Fresh graduates are welcome to apply; experience in a client-facing role, such as customer service, front desk, hospitality, retail or client relations, is an advantage
• Excellent written and spoken English, with a clear, warm and professional tone across every channel
• A fast learner who enjoys mastering detailed information, such as tax rules or auction terms, and explaining it simply and accurately
• Proactive and solution-oriented, taking ownership of a client's issue rather than passing it on
• Comfortable handling a high volume of enquiries across several channels at once, while staying organised and keeping track of follow-ups
• Calm, tactful and diplomatic when dealing with difficult situations or unhappy clients
• Strong attention to detail, particularly when reviewing documents and handling personal data
• Discreet and trustworthy with confidential client information
• Confident with standard office workspace tools and quick to pick up new tools, such as inbox and messaging platforms
• Able to work on a rotation at our saleroom reception

Nice to have

• Experience with KYC, AML or compliance checks, or with platforms such as Persona
• Experience with respond.io, Zendesk or similar customer messaging platforms
• Experience in an auction house, gallery, luxury retail or premium hospitality setting
• Proficiency with additional languages, such as Mandarin
• An interest in art, antiques, design, jewellery, watches, collectibles, or any other asset categories we specialise in



Please note that this role is not open to third party recruiters or agencies.

To Apply

To apply, please submit this online application form or email to [email protected].