Lounge Consultant

Global Blue; Turbigo; In loco; EUR 25.000 - 35.000; Tempo pieno

Descrizione del lavoro

Global Blue is looking for an ambassador of their Lounge services in Turbigo, Italy. The successful candidate will deliver exceptional customer service, engage with travelers, and assist with refunds while adhering to company standards. Candidates must possess retail or service industry experience, be fluent in English, and also speak Russian or Portuguese, with strong cash handling and communication skills. The role involves a warm engagement and enhancing customer satisfaction at the lounge.

Competenze

• Experience in retail or service industry is required.
• Must be fluent in English; knowledge of Russian or Portuguese is a plus.
• Experience in cash handling is mandatory.

Mansioni

• Provide exceptional standards of customer service.
• Engage and assist customers with their needs.
• Handle refunds in compliance with guidelines.
• Collaborate with the Head of Lounges to improve service.

Conoscenze

Customer service excellence

Interpersonal communication

Conflict resolution

Problem solving

Cash handling

Attention to detail

Formazione

Retail or service industry experience

Fluency in English

Fluency in Russian or Portuguese

Strumenti

MS Office

Descrizione del lavoro

As an ambassador of GB Lounge added value services, the holder of the position is responsible for welcoming and engaging travellers, reaching exceptional standards of customer care excellence taking care of travellers throughout unique and exclusive customer experience.

He / she provides consistent and exceptional standard of customer service in keeping with the spirit of quality and excellence of Global Blue.

In addition he / she will also refund (cash & non cash) Global Blue Tax Free Cheques and assistance to travellers within the range of customs clearance.

Main duties and responsibilities

Customer care

• Provide consistent and exceptional standard of customer service;
• Go the “extra mile” to guarantee excellent customer experience to VIP customers;
• Provide a warm welcome to the guests and lead them to their seats;
• Provide full assistance: explain procedures, be proactive in answering questions, anticipate needs;
• Mitigate conflicts with the travellers, contributing to the best customer satisfaction.

Commercial

• Deliver quality and consistent service by identify customers’ needs and working on client relationships and promotional services;
• Approach globe shoppers to understand their potential interests and needs, retain customer loyalty by giving appropriate and personalized advice on GB Merchant’s products;
• Be creative in proposing the visit to the GB Merchant’s stores;
• Contribute to the development of our business by identifying opportunities and being proactive;
• Achieve Business Project goals while raising GB awareness;
• Focus on results to fulfil Merchant’s expectations and pursue targets.

Refund

• Refunding Global Blue Tax Free Cheques in compliance with the appropriate country rules or the guidelines given by Global Blue;
• Perform the refund in the most correct and satisfactory way (quick and precisely)
• Money handling and cash responsibility;
• Support the tourist providing relative information.

Reporting and collaboration

• Head of Lounges

Background and Education

• Retail or service industry experience;
• Fluent in English (written & spoken) is a must;
• Fluent in Russian or Pourtogues (written & spoken);
• Experience in cash handling;
• Excellent interpersonal and communication skills, service orientation, passion, motivation for engagement of Globe Shoppers;
• Ability to communicate and inspire;
• Great customer service skills, problem solving and business sense;
• Willing to work on shifts

Specific skills and competencies

• Flexible and proactive;
• Good organizational skills and independent working after given guidelines;
• Good knowledge of MS Office products;
• Dynamic, creative and keen to participate and enjoy team work.