Concierge – Luxury Retail Customer Service

About the role

The Concierge provides premium customer service to all Holt Renfrew clients, acting as the brand ambassador within a luxury retail environment. You will be the first point of contact for in‑store, phone, and email inquiries, ensuring a seamless and memorable experience for every guest.

Key responsibilities

• Deliver consistent, high‑quality service to clients as their ambassador.
• Maintain expert knowledge of store layout and product locations.
• Resolve standard customer service issues in line with policy.
• Manage all incoming inquiries via information kiosk, phone, or email and respond within 24 hours.
• Process gift cards for internal and external clients.
• Support the client services department and act as a POS super‑user on the sales floor.
• Develop relationships with concierge vendors (florists, ticket brokers, car rentals, restaurants, etc.).
• Maintain up‑to‑date information on local community offerings and store events.
• Ensure compliance with privacy, regulatory, and cybersecurity standards.

Required profile

• High school diploma.
• Previous experience in a customer‑service environment.
• Strong computer literacy with proficiency in Microsoft Word, Excel, and Outlook.

Required skills

• Microsoft Word
• Microsoft Excel
• Microsoft Outlook

What we offer

• Competitive hourly compensation ranging from $17.60 to $25.25.
• Generous employee discount, pension plan, health & dental benefits.
• Tuition assistance and continuous learning opportunities.
• Inclusive, diverse workplace committed to equal opportunity.