Supervisor Concierge

As a Supervisor Concierge at Holt Renfrew, you will provide exceptional customer service to all clients in a high-quality environment. You will be responsible for managing the workflow within the team and ensuring that all customer service standards are met.

• Provide targeted coaching to employees in the workplace.
• Manage workflow within the team.
• Collaborate with the manager to ensure proper staff scheduling.
• Act as a brand ambassador by offering exceptional customer service at all times.
• Maintain expert knowledge of the store and product locations.
• Resolve standard customer service issues in accordance with current policies.
• Handle all incoming requests and inquiries in person, by phone, or by email.
• Respond to internal and external customer requests and complaints within 24 hours.
• Process gift cards for internal and external clients.
• Support the customer service department as needed.
• Provide support on the sales floor as a super-user of POS systems.
• Develop and maintain effective relationships within the concierge community to offer clients an ultimate service experience.
• Develop and maintain effective relationships with concierge service providers.
• Maintain in-depth knowledge of the best local addresses and activities.
• Attend concierge events and information sessions.
• Participate in in-store events by assisting with list creation, ticket collection, attendance confirmations, etc.
• Ensure plasma screen content is up-to-date and relevant.
• Respond to all event-related requests in a timely manner.

• Post-secondary education, preferably in administration or management.
• 3 to 5 years of supervisory experience in a similar role.
• Computer skills.
• Previous experience in a customer service environment.
• Proficiency in computer software (Word, Excel, Outlook, etc.).
• Bilingualism.