Lounge Assistant

As an ambassador of GB Lounge added value services, the holder of the position is responsible for welcoming and engaging travelers, reaching exceptional standards of customer care excellence, and providing a unique and exclusive customer experience. He/she provides consistent and exceptional customer service in line with the quality and excellence standards of Global Blue.

Additionally, he/she will refund (cash & non-cash) Global Blue Tax Free Cheques and assist travelers within the range of customs clearance.

Main duties and responsibilities:

1. Customer care

• Provide consistent and exceptional customer service;
• Go the “extra mile” to guarantee excellent customer experience for VIP customers;
• Offer a warm welcome and guide guests to their seats;
• Provide full assistance: explain procedures, proactively answer questions, anticipate needs;
• Mitigate conflicts to ensure the highest customer satisfaction.

1. Commercial

• Deliver quality and consistent service by identifying customer needs and building client relationships and promotional services;
• Engage with globe shoppers to understand their interests and needs, and retain customer loyalty through personalized advice on GB Merchant’s products;
• Propose creative visits to GB Merchant’s stores;
• Contribute to business development by identifying opportunities and being proactive;
• Achieve business project goals and raise GB awareness;
• Focus on results to meet merchant expectations and targets.

1. Refund

• Refund Global Blue Tax Free Cheques in compliance with country-specific rules and Global Blue guidelines;
• Perform refunds accurately and efficiently;
• Handle money responsibly;
• Support tourists by providing relevant information.

Reporting and collaboration:

• Line Manager
• Partner Relationships & Marketing Manager
• Merchants
• Key Account Manager
• Business Support

Background and Education:

• Experience in retail or service industries;
• Fluent in English (written & spoken) is mandatory;
• Fluent in Russian/Chinese/Arabic (written & spoken);
• Experience in cash handling;
• Excellent interpersonal and communication skills, service orientation, passion, and motivation for engaging globe shoppers;
• Ability to communicate effectively and inspire others;
• Strong customer service, problem-solving, and business acumen;
• Willing to work shifts;
• University degree preferred.

Specific skills and competencies:

• Flexible and proactive;
• Good organizational skills and ability to work independently following guidelines;
• Proficient in MS Office;
• Dynamic, creative, and eager to participate in and enjoy teamwork.