The Sales and Service Professional is an integral part of the Sales Service department servicing a global portfolio of businesses. The Sales and Service Professional (SSP) will build Brand Loyalty by utilizing Strategic Selling skills to assist customers with purchases while providing ?The Tiffany Experience?. The SSP will explore customer inquiries and approach challenges as opportunities to achieve customer satisfaction.

  • Gain and Grow Market Share
  • Build customer relationships by creating a welcoming and gracious ambiance. Use collaborative dialog to understand customer wants and needs, Acknowledge and celebrate milestone events and use strategic selling skills to execute sales opportunities that create lifetime memories for our customers.
  • Support the achievement of Sales Plan through the consistent achievement of Conversion Rate and Average Order Value metrics and by utilizing cross-selling and up-selling opportunities appropriately.
  • Service Excellence
  • Provide a level of service that customer's value and an experience that distinguishes Tiffany. Act as a trusted authority to reduce customer effort in the resolution of their concerns.
  • Honor commitments as the customer advocate between internal departments and business processing to resolve customer dissatisfaction and build enduring relationships. Demonstrate emotional intelligence in the escalation of service issues with the appropriate level of concern for the resolution and the customer's experience.
  • Create loyalty to the Tiffany brand through consistently high communication quality as measured by internal scorecard metrics and external customer feedback programs.
  • Efficiency and Productivity
  • Respond to customer inquiries and concerns in a consistently efficient and accurate manner without compromising the Tiffany Experience.
  • Display expertise in a multi-system, multi-tasking environment to manage calls, written correspondence and business processes.
  • Consistently meet productivity requirements based on business needs and metrics for Contacts per Hour, Average Handle Time and After Call Work.
  • Schedule Adherence
  • Schedule Adherence will be measured by utilizing the percentage of time a Sales Service Professional adheres to their scheduled activities.
  • Adhere to Tiffany & Co. Attendance Policy as it relates to unexcused absences, lateness and early departures.
  • Conform to the scheduled start/end times and all scheduled activities throughout the day such as lunches and break.
  • Follow defined WFM guidelines which includes requesting time off, shift swapping and work from home requirements.
  • Teamwork
  • Contribute to the well being of the department by welcoming new team members, supporting their transition to our department and by acting as a role model and mentor.
  • Contribute to the performance of the department with scheduling flexibility that meets the needs of the business and by assisting new employees with the attainment of their new job skills.
  • Participates in departmental projects as needed.
  • High School Diploma or GED required.
  • Strong verbal and written communication skills.
  • Possess excellent problem-solving skills.
  • Ability to handle calls objectively, when speaking with customers who may be irate, and ability to diffuse customer situations independently or under the guidance of a coordinator or supervisor.
  • Familiarity with website technology, website navigation and terminology associated with internet commerce.
  • Ability to work overtime and remain flexible with work schedule; weekends as required.

Preferred Qualifications

  • College coursework
  • Experience with a luxury brand
  • Experience with order entry systems, CRM, Warehouse Management systems, Quality Monitoring technology and telephonic software.

Employer Information

Toronto, ON, Canada
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