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:
* 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.
* 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.
* 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.
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