Lounge Assistant

Job Description (internal use only)

Title

Job Title:                           GB Lounge Assistant

Business Unit/Function:     Commercial

Reports to:                       GB Lounge Coordinator

Location:                           Country GB Lounge locations

Nature and aim of the position

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 the 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

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

Background and Education

• Retail or service industry experience;
• Fluent in English (written & spoken) is a must;
• Fluent in Russian/Chinese/Arabic (written & spoken);
• Experience in cash handling;
• Experience in direct customer contacts;
• 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 shift;
• University graduate preferred.

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.