Luxury Service Desk Advisor

Position: Luxury Service Desk Advisor

Raffi Jewellers is home to the most prestigious luxury brands in the world. Whether commemorating a special event, expressing love or admiration, or building a personal collection, our guests come to us for the perfect piece.

We love being in the business of creating cherished memories and forging lifelong relationships with our guests. We are honoured to play a small role in your special occasions. And we vow to do everything we can to help elevate special moments to the exceptional. Our Team embodies our core values, professionalism, integrity, and care. They provide exceptional assistance to each of their clients by developing their product knowledge and building a meaningful rapport with clients.

Raffi Jewellers operates in 2 locations at our Flagship Boutique in Cambridge and in Conestoga Mall in Waterloo.

Your Impact:

As the Luxury Service Desk Advisor, you will be entrusted with delivering exceptional, personalized service to our clientele in a prestigious luxury jewelry environment. You will oversee the intake, repair, and pickup processes, providing accurate estimates and ensuring all repairs meet the highest standards. You will maintain meticulous attention to detail when handling precious materials, managing inventory, and ensuring the boutique’s visual standards are upheld. With your refined communication skills and dedication to excellence, you will foster long-lasting client relationships and uphold the brand’s reputation for luxury and precision.

Responsibilities:

• Establish and maintain strong client relationships by promptly reaching out to clients via phone and email with repair estimates.
• Oversee the intake process for items requiring repair, including completing forms and providing receipts.
• Oversee the pickup process for special orders and completed repairs.
• Provide accurate and professional repair quotes.
• Exercise meticulous attention to detail, particularly when working with precious materials.
• Maintain inventory levels and supplies at the service desk.
• Collaborate effectively with the workshop and service team to ensure all repair and service deadlines are met.
• Coordinate with jewelers and watchmakers to ensure work is completed to the highest standard.
• Provide clear timelines for repairs and work closely with the sales team to address sizing and service-related questions, supporting the closing of sales.
• Assist with the setup and breakdown of jewelry displays, ensuring visual store standards are maintained.
• Operate chemical machinery (such as ultrasonic cleaners and steamers) in adherence to safety protocols.
• Follow all health and safety regulations to ensure a safe working environment.
• Provide exceptional service via phone, email, and in-person interactions, creating genuine connections with clients.
• Handle conflict resolution and de-escalation, ensuring a smooth and positive client experience.
• Conduct follow-ups with clients, perform quality control calls, and encourage clients to leave reviews.
• Ensure monthly repair targets and KPIs are consistently met.
• Maintain highly organized records for private client information, completed and pending repairs in a fast-paced environment.
• Articulate client needs clearly and consistently, ensuring accurate and timely communication.
• Proactively provide instructions and pass off responsibilities to other team members when necessary.

Must-Haves:

• Exceptional attention to detail
• Ability to thrive under pressure and manage multiple tasks in a fast-paced environment
• Minimum 3 years of previous service experience, with an understanding of warranties, production flow, and service processes
• Experience in a luxury retail environment
• Highly organized with excellent time management skills

Nice-to-Haves:

• Experience with Timepieces
• Jewelry Experience or Jewelry Certification (Preferred)
• Strong sense of urgency and the ability to prioritize effectively
• Professional, elevated manners and demeanor

Required Software Skills:

• Outlook Suite
• Google Suite (Sheets, Docs)
• Microsoft Office Suite (Word, Excel)
• POS System
• Internal Quoting Software

The Benefits:

• Professional, sophisticated environment where team members learn and grow with extensive training programs.
• Employee discount.
• Employee health benefits paid for by Raffi.
• In-house gourmet coffee.
• On-site parking available.

Join a team providing exceptional service to their discerning clientele while growing your career in the exciting world of luxury retail!

Job descriptions are not intended as nor should they be construed to be, exhaustive lists of all responsibilities, skills efforts and working conditions associated with the job.

Raffi Jewellers promotes fair and equitable recruitment practices. Accommodations are available upon request for Candidates with disabilities taking part in the recruitment process.

Job Types: Full-time, Permanent

Application question(s):

• What are your salary expectations for this role? Please answer.

Work Location: In person