Concierge

Location: Holt Renfrew - Vancouver (737 Dunsmuir St.)
Department: Operations
Cosmetic/Brand Line:
Work Status: Permanent Part-Time
# of openings: 1
Project #: 15516

Description

Description:

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.)

All candidates for positions at Holt Renfrew are expected to:

  • Be extraordinary
  • Drive performance
  • Celebrate successes

The measures of success:

  • Monthly One-on-one
  • Random audits
  • Regular update training
  • New services being offered
  • Event walk throughs
  • Random checks




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