Concierge - Customer Service Desk

Holt Renfrew offers you an inspiring, fashion-driven environment with opportunities to learn and grow. From our incredible partnerships with iconic luxury brands to our commitments to corporate social responsibility, you will be inspired every day.

A job at Holt Renfrew offers a competitive total compensation, a generous employee discount, pension, and health & dental benefits, tuition assistance, and continuous learning and development.

Concierge - Customer Service Desk

The Concierge provides superb customer service to all Holt Renfrew clients within an environment that meets the highest standards.

Specific responsibilities include (but are not limited to) the following:

1. Provide a consistently excellent level of customer service to all clients by acting as their ambassador.
2. Maintain expert knowledge of store and where product is located.
3. Resolve standard customer service issues within policy.
4. Manage all incoming inquiries and requests whether in person (information kiosk), via phone or via email.
5. Respond to internal and external client inquiries and/or complaints within 24 hours.
6. Process gift cards for all internal and external clients.
7. Support client services department as required.
8. Provide support to sales floor by being POS super users.
9. Develop and maintain effective relationships within concierge community in order to provide our clients with the ultimate service experience.
10. Develop and maintain effective relationships with concierge vendors (florists, ticket brokers, car rentals, restaurants, etc.).
11. Maintain expert knowledge of "The Best" of local community and city.
12. Attend concierge events and information sessions.
13. Assist with and participate in all store events - creation of lists, collecting of tickets, RSVPs, etc.
14. Ensure text on plasma screens is up-to-date and relevant.
15. Respond to all event related inquiries in a timely manner.

The ideal candidate:

1. High school diploma
2. Previous experience in customer service environment
3. Good working knowledge of computer software (Word, Excel, Outlook, etc.)

The measures of success:

1. Monthly One-on-one
2. Random audits
3. Regular update training
4. New services being offered
5. Event walk throughs
6. Random checks

Holt Renfrew is an equal opportunity employer committed to fostering a diverse and inclusive workplace. Our future success depends on the perspectives and contributions of all our employees -- their diverse backgrounds, abilities and experiences make our business stronger. If you are contacted for a job opportunity and require accommodation, please email careers@holtrenfrew.com and let us know so we can ensure you have an accessible candidate experience throughout the recruitment process. All requests are confidential and used only to meet candidate needs.