Concierge – Luxury Retail Customer Service

About the role

Join Holt Renfrew’s luxury retail team as a Concierge, delivering exceptional service to discerning clients in a high‑end fashion environment. You will act as the brand ambassador, supporting both in‑store and online experiences while maintaining deep knowledge of the store and local community.

Key responsibilities

• Provide excellent, personalized customer service and act as a brand ambassador.
• Assist clients with online orders, in‑store pick‑up, and returns.
• Handle profile requests while ensuring compliance with privacy and cybersecurity policies.
• Serve as a POS super‑user to support the sales floor.
• Educate clients on the valet program and validation process.
• Maintain expert knowledge of product locations and store layout.
• Resolve standard service issues within policy and respond to inquiries or complaints within 24 hours.
• Process gift cards for internal and external clients.
• Support client services and assist with store events, including RSVP management.

Required profile

• High school diploma.
• Previous experience in a customer‑service environment.
• Good working knowledge of standard computer software (Word, Excel, Outlook).

Required skills

• Microsoft Word
• Microsoft Excel
• Microsoft Outlook

What we offer

• Competitive total compensation package.
• Generous employee discount.
• Pension plan and health & dental benefits.
• Tuition assistance and continuous learning opportunities.
• Inclusive, diverse workplace committed to equal opportunity.