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 are honoured to play a small role and do everything we can to assist our clients in these DEFINING MOMENTS .
Our Culture Raffi Jewellers is more than a retail employer-we are a close-knit team built on trust, excellence, and a shared passion for creating exceptional experiences. Our culture is rooted in collaboration and ownership. We support one another, encourage growth, and challenge ourselves to go beyond expectations.
We foster an environment where: Every team member is empowered to make an impact Constructive feedback and open communication are encouraged Small wins are celebrated, and big ideas are welcomed Passion for luxury and client care brings us together
Our Values We are guided by three key values that shape how we work and serve:
Excellence: We never settle for average. We aim to exceed expectations through knowledge, refinement, and exceptional service. Integrity: We act with honesty and transparency in all our interactions-with clients, partners, and each other. Care: We treat clients and colleagues with genuine respect, empathy, and attention-because every detail matters.
Your Impact: As the Luxury Service Liaison, 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 Microsoft Office Suite (Word, Excel) and Google Suite (Sheets, Docs) 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!
Raffi Jewellers promotes fair and equitable recruitment practices. Accommodations are available upon request for Candidates with disabilities taking part in the recruitment process.
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 are honoured to play a small role and do everything we can to assist our clients in these DEFINING MOMENTS ™.
Our Culture Raffi Jewellers is more than a retail employer—we are a close-knit team built on trust, excellence, and a shared passion for creating exceptional experiences. Our culture is rooted in collaboration and ownership. We support one another, encourage growth, and challenge ourselves to go beyond expectations.
We foster an environment where: Every team member is empowered to make an impact Constructive feedback and open communication are encouraged Small wins are celebrated, and big ideas are welcomed Passion for luxury and client care brings us together
Our Values We are guided by three key values that shape how we work and serve:
Excellence: We never settle for average. We aim to exceed expectations through knowledge, refinement, and exceptional service. Integrity: We act with honesty and transparency in all our interactions—with clients, partners, and each other. Care: We treat clients and colleagues with genuine respect, empathy, and attention—because every detail matters.
Your Impact: As the Luxury Service Liaison, 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 Microsoft Office Suite (Word, Excel) and Google Suite (Sheets, Docs) 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!
Raffi Jewellers promotes fair and equitable recruitment practices. Accommodations are available upon request for Candidates with disabilities taking part in the recruitment process.
