Specialist, Ecommerce Client Services

BIRKS. PURE DELIGHT.

Established since 1879, Maison Birks is a luxury Jewellery & Watch retail network whose reputation is built on quality, exclusivity, and excellence in service. We pride ourselves in offering meaningful experiences and in building close relationships with our clients.

As a Specialist, Client Service for our Birks Corporate Office, located in Downtown Montreal, you will get to work in a highly motivated and one of the best performing teams in the company, serving the Maisonbirks.com transactional website. We value excellence, and team work and we work with the best luxury brands in the world.

ARE YOU OUR HIDDEN GEM?

Under the general supervision of the Client Services Assistant Manager, the Specialist, Client Service will be responsible for daily client follow ups, ensuring follow-ups with relevant departments to ensure that our client’s meets are met. You’ll handle phone, chat and email inquiries, and provide excellent customer service, answering general customer inquiries via phone and email, resolving customer complaints and liaising with Retail stores and other relevant internal departments. You’ll be able to assist the client in their purchases, albeit a jewellery or watch piece, or find that perfect engagement ring with an aspiring client.

In Addition, the Specialist, Client Service will be expected to…

• Answer incoming customer inquiries by phone or e-mail (including but not limited to products, services, store hours, web order statuses, back-order delays, etc.),
• Clarifying customer concerns and questions by consulting and following up with appropriate departments to ensure resolution within designated SLAs, and dispatching to Retail store representatives when required
• Assist our Ecomm-wide sales plan
• Provide technical support to customers experiencing website problems, including talking customer through any difficulties, placing orders on behalf of customer when necessary and notifying E-commerce Manager of recurring technical issues
• Create transfer orders for merchandise when applicable, ensuring follow-ups with stores and/or Brand Management
• Coordinate with Distribution Centre and other relevant departments on e-commerce order statuses
• Coordinate engraving requests with Distribution Centre and Product Development team
• Client outreach, in case of an upcoming promotion that clients previously have expressed interest in
• Work closely with the Assistant Client Services Manager to troubleshoot problems with the online customer experience and provide insight on enhancement opportunities for the UX Team
• Provide support to Social Media Manager for social media inquiries
• Acquire and maintain Brand, product and Services knowledge by attending trainings and workshops
• Respond to customer complaints, in accordance with Client Service procedures and protocol
• Maintain customer records by updating account information, such as customer profiles and notes regarding previous communications
  
  

Our ideal candidate has…

• College degree or equivalent work experience
• 1 to 2 years’ experience in Customer Service, or a similar position
• 1 to 2 years’ of relevant experience in E-Commerce and/or order fulfillment
• Data entry experience
• Fully bilingual (English, French)
• Excellent written and verbal communication skills (English, French)
• Strong people skills
• Strong attention to detail and ability to multi-task
• Time management, analytical, problem solving and decision-making skills
• Proficient with web-based applications and common software
• Solid knowledge of MSOffice (Word, Excel, PowerPoint and Outlook)
• Knowledge of Salesforce or
• Please note that due to the nature of the responsibilities of the position, a proficient level of English is required, in particular to communicate on a regular basis with employees and managers outside of Quebec.
  
  

OUR PROMISE OF DELIGHT

At Birks, you will find a management team that truly cares about your professional growth. You will be empowered to offer excellent client service and to create an experience that will build long-lasting client relationships.

In return for your commitment to excellence, we offer…

• Competitive earnings
• Commission on Sales in this role
• Social benefits
• Innovative and unique training programs
• Employee discounts
  
  

Come join us at Birks, and enter the world of luxury!