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.ConciergeThe 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 \xe2\x80\x93 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

ConciergeLe(la) concierge offre un superbe service \xc3\xa0 la client\xc3\xa8le \xc3\xa0 tous les clients de Holt Renfrew dans un environnement qui r\xc3\xa9pond aux plus hautes normes.Les responsabilit\xc3\xa9s sp\xc3\xa9cifiques comprennent ce qui suit, sans toutefois s\xe2\x80\x99y limiter :

• Offre un excellent service \xc3\xa0 la client\xc3\xa8le sur une base constante \xc3\xa0 tous les clients en faisant office d\xe2\x80\x99ambassadeur(drice).
• Maintient une connaissance approfondie du magasin et de l\xe2\x80\x99endroit o\xc3\xb9 sont rang\xc3\xa9s les produits.
• R\xc3\xa9sout les probl\xc3\xa8mes de service \xc3\xa0 la client\xc3\xa8le courants selon la politique.
• G\xc3\xa8re toutes les questions et demandes entrantes en personne (comptoir d\xe2\x80\x99information), par t\xc3\xa9l\xc3\xa9phone ou par courriel.
• R\xc3\xa9pond 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 \xc3\xa0 la client\xc3\xa8le au besoin.
• Offre du soutien aux rayons de vente gr\xc3\xa2ce \xc3\xa0 ses comp\xc3\xa9tences de super utilisateur(trice) du PDV.
• D\xc3\xa9veloppe et entretient des relations efficaces au sein de la communaut\xc3\xa9 des concierges afin de fournir \xc3\xa0 nos clients l\xe2\x80\x99exp\xc3\xa9rience de service supr\xc3\xaame.
• D\xc3\xa9veloppe et entretient des relations efficaces avec les fournisseurs de la Conciergerie (fleuristes, billetteries, location d\xe2\x80\x99auto, restaurants, etc.).
• Se tient au courant des \xc2\xab meilleurs endroits \xc2\xbb \xc3\xa0 fr\xc3\xa9quenter dans la communaut\xc3\xa9 locale et en ville.
• Participe aux \xc3\xa9v\xc3\xa9nements et s\xc3\xa9ances d\xe2\x80\x99information relatifs aux concierges.
• Aide aux r\xc3\xa9unions en magasin et y participe \xe2\x80\x93 cr\xc3\xa9ation de listes, ramassage de billets, RSVP, etc.
• S\xe2\x80\x99assure que le texte sur les \xc3\xa9crans plasma est \xc3\xa0 jour et pertinent.
• R\xc3\xa9pond \xc3\xa0 toutes les demandes relatives aux \xc3\xa9v\xc3\xa9nements de fa\xc3\xa7on ponctuelle.
• Se conforme \xc3\xa0 toutes les politiques et exigences de sant\xc3\xa9-s\xc3\xa9curit\xc3\xa9

Le(la) candidat(e) id\xc3\xa9ale) poss\xc3\xa8de :

• Dipl\xc3\xb4mes d\xe2\x80\x99\xc3\xa9tudes secondaires
• Exp\xc3\xa9rience pr\xc3\xa9alable en service \xc3\xa0 la client\xc3\xa8le
• Connaissances fonctionnelles des logiciels Word, Excel, Outlook, etc.
• Parfaitement bilingue en fran\xc3\xa7ais et en anglais

L\xe2\x80\x99\xc3\xa9valuation du succ\xc3\xa8s :

• Contribution aux objectifs financiers
• Objectifs individuels li\xc3\xa9s \xc3\xa0 la r\xc3\xa9alisation des objectifs du service
• R\xc3\xa9troactions 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.

Holt Renfrew