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 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: Provide a consistently excellent level of customer service to all clients by acting as their ambassador. Maintain expert knowledge of store and where product is located. Resolve standard customer service issues within policy. Manage all incoming inquiries and requests whether in person (information kiosk), via phone or via email. Respond to internal and external client inquiries and/or complaints within 24 hours. Process gift cards for all internal and external clients. Support client services department as required. Provide support to sales floor by being POS super users. Develop and maintain effective relationships within concierge community in order to provide our clients with the ultimate service experience. Develop and maintain effective relationships with concierge vendors (florists, ticket brokers, car rentals, restaurants, etc.). Maintain expert knowledge of "The Best" of local community and city. Attend concierge events and information sessions. Assist with and participate in all store events – creation of lists, collecting of tickets, RSVPs, etc. Ensure text on plasma screens is up-to-date and relevant. Respond to all event related inquiries in a timely manner. Ensure compliance with privacy policies, regulations, and cyber security measures. The ideal candidate: High school diploma Previous experience in customer service environment Good working knowledge of computer software (Word, Excel, Outlook, etc.) The measures of success: Monthly One-on-one Random audits Regular update training New services being offered Event walk throughs Random checks Concierge Le(la) concierge offre un superbe service à la clientèle à tous les clients de Holt Renfrew dans un environnement qui répond aux plus hautes normes. Les responsabilités spécifiques comprennent ce qui suit, sans toutefois s’y limiter : Offre un excellent service à la clientèle sur une base constante à tous les clients en faisant office d’ambassadeur(drice). Maintient une connaissance approfondie du magasin et de l’endroit où sont rangés les produits. Résout les problèmes de service à la clientèle courants selon la politique. Gère toutes les questions et demandes entrantes en personne (comptoir d’information), par téléphone ou par courriel. Répond aux demandes et (ou) aux plaintes des clients internes et externes dans les 24 heures. Traite les cartes-cadeaux pour tous les clients internes et externes. Appuie le Service à la clientèle au besoin. Offre du soutien aux rayons de vente grâce à ses compétences de super utilisateur(trice) du PDV. Développe et entretient des relations efficaces au sein de la communauté des concierges afin de fournir à nos clients l’expérience de service suprême. Développe et entretient des relations efficaces avec les fournisseurs de la Conciergerie (fleuristes, billetteries, location d’auto, restaurants, etc.). Se tient au courant des « meilleurs endroits » à fréquenter dans la communauté locale et en ville. Participe aux événements et séances d’information relatifs aux concierges. Aide aux réunions en magasin et y participe – création de listes, ramassage de billets, RSVP, etc. S’assure que le texte sur les écrans plasma est à jour et pertinent. Répond à toutes les demandes relatives aux événements de façon ponctuelle. Se conforme à toutes les politiques et exigences de santé-sécurité Assurer le respect en matière de protection de la vie privée, des réglementations et des mesures de cybersécurité. Le(la) candidat(e) idéale) possède : Diplômes d’études secondaires Expérience préalable en service à la clientèle Connaissances fonctionnelles des logiciels Word, Excel, Outlook, etc. Parfaitement bilingue en français et en anglais L’évaluation du succès : Contribution aux objectifs financiers Objectifs individuels liés à la réalisation des objectifs du service Rétroactions des clients internes et externes 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. We are Canada’s FASHION and LIFESTYLE retailer, providing a strong trusted voice in the global fashion world on behalf of Canadian customers. We are the curators of EXTRAORDINARY products that INSPIRE our customers and are respectful of both people and planet. We provide personal service and experiences to empower our customers and colleagues to find the truest expression of themselves and create JOY in doing so. We are committed to creating and inspiring a more SUSTAINABLE future for all. We aim to IGNITE the possibility of POSITIVE CHANGE. No other brand has this combination of traits, and they give us our strong point of view and set us apart. Magenta Own and elevate Magenta so that it is synonymous with the brand. Canadian Be proud and make Canadians proud of who we are by representing a modern Canada, its values, its people, and its ethos on the global retail stage. Sustainability Be a leader in sustainability and ignite the possibility of positive change in others. Build loyalty by being known as a trusted brand that cares for its customers, colleagues, communities, as well as the planet. Personal Service Deliver the highest quality of service, not just to our most valuable customers, but to all guests of Holts. Our reach may be global, but our Values remain proudly Canadian. They are meaningful to us and guide how we work together and interact with our communities. Warmth Be open, welcoming, and respectful to others. Unity We are one team, one community, sharing one planet. Passion Passion is what drives us to be curious and think creatively. Excellence We constantly encourage ourselves to be better.
