Client Care Specialist

LIFE AT SENTALER

SENTALER is a Toronto-based luxury outerwear brand with a global presence spanning flagship retail, top-tier wholesale partners, and a growing direct-to-consumer business. We are a driven team that cares deeply about the work we put into the world and the people we do it with. At Sentaler, you will work closely with talented colleagues across creative, retail, and operations, contribute to decisions that move the business, and see the direct impact of your work reflected in the brand.

We invest in people who are curious, accountable, and genuinely motivated to grow. In return, we offer an environment where great work is recognized, initiative is rewarded, and no two days look the same.

OUR VALUES

SENTALER was built on grit, entrepreneurial spirit, genuine care, integrity, and a keen attention to detail. These values are not aspirational statements — they define how we work and the standard we hold ourselves to every day.

We are looking for individuals who take pride in precision, act with urgency, and hold themselves accountable without being prompted. You communicate with honesty and directness, care genuinely about the quality of your work and the success of those around you and bring consistency and dedication regardless of the task. If this reflects how you operate, we would be glad to hear from you.

JOB SUMMARY

We are seeking a Client Care Specialist to join our dynamic and entrepreneurial team! This role will serve as a SENTALER ambassador working from the SENTALER Flagship store (55 Avenue Road), promoting the Company’s philosophy and values while delivering exceptional client service for online and phone customer inquiries and store clientele. The ideal candidate will have excellent communication skills, possess a positive, enthusiastic and can-do attitude and a zest for dealing with clients. This person will demonstrate strong product expertise and engage clients through the details and stories of our products.

PRIMARY RESPONSIBILITIES

• Provide exceptional, above and beyond client experience and support, with a personalized, genuine and caring approach towards every customer whether in person, over the phone or through electronic communication
• Assist store clients with product knowledge, size and style selection and completion of purchase
• Manage daily clients’ emails, chat, phone and social media inquiries in order to assist clients in making online/store orders
• Resolve client inquiries and concerns on a first-tier basis, ensuring a rapid response time
• Provide shipping and return support for online orders
• Develop strong relationships with new and existing clients, ensuring satisfaction and retention
• Build and maintain an up-to-date and detailed client book
• Ensure store merchandise is properly displayed, maintained and replenished
• Provide sales metrics and insight to senior team members
• Conduct miscellaneous research and present findings to internal teams as required
• Stay up-to-date on fashion and consumer purchasing trends
• Other administrative duties may apply

QUALIFICATIONS

• Customer service or retail experience is required, preferably in the luxury industry
• Bachelor’s degree is preferred
• Must be available to work a flexible retail work schedule, which includes weekends, evenings, and holidays
• Adept in the art of building connections, rapport and personal relationships with customers
• Expert communicator (verbal and written) with ability to listen effectively and resolve customer requests in an efficient and friendly manner
• Proven experience in driving sales and achieving sales targets
• Analytical and a problem solver with a good sense of judgment and adaptable to different situations
• Knowledge of and proven experience with conflict resolution techniques
• Natural self-starter, with ability to thrive in an entrepreneurial and team environment; also, able to work alone
• Highly developed multi-tasking and organizational skills with strong attention to detail and ability to work well under pressure
• Must be results driven and flexible to change
• Highly proficient in MS Office