Concierge

HOLT RENFREW; Montreal; On-site; CAD 30,000 - 40,000; Full time

Job summary

Holt Renfrew is looking for a Concierge to deliver exceptional customer service within a luxury retail environment in Montreal. The role requires maintaining expert knowledge of store products and contributing to creating memorable experiences for clients. Ideal candidates will possess a high school diploma, previous customer service experience, and good computer skills.

Benefits

Employee discount

Health & Dental benefits

Pension plan

Continuous learning and development

Tuition assistance

Qualifications

• High school diploma required.
• Previous experience in customer service environment preferred.
• Good knowledge of computer software (Word, Excel, Outlook, etc.).

Responsibilities

• Provide excellent customer service to all clients as an ambassador.
• Maintain expert knowledge of store products and location.
• Manage inquiries and requests through various channels.

Skills

Customer Service

Bilingual (French & English)

Relationship Management

Education

High School Diploma

Tools

Microsoft Word

Microsoft Excel

Microsoft Outlook

Job description

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.

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

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 [e-mail] 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.