About this role
Main duties and responsibilities
• Verify and refund Tax Free Forms to international travellers • Ensure a satisfactory experience for our customers • Prevent refunding mistakes and fraud • Prepare reports as needed • Observe Global Blue and Merchant’s policies, guidelines and procedures • Collaboration with Lounge Florence, if needed, on activities related to the role of Associate Lounge Assistant.
Main KPIs
• Number of refunded transactions • Refunding mistake ratio
Reporting and collaboration
• Reporting line: Issuing & Refund Coordinator • Mainly cooperates with: • Peers at same and other Refund/Downtown Points • Quality Assurance • Processing • Refund & Security Manager • Merchants’ staff • Sales organization
Background and Education
• Helpful: a commercial background • Helpful: experience in face to face customer contact • Helpful: experience in managing tills • Helpful: airport, retail or front office experience • Helpful: customer service experience
Specific skills and knowledge
• Must be fluent in English. • Other helpful languages in order of relevance: Chinese, Russian, Arabic • Must be dedicated to service and customer satisfaction • Must be experienced in using office software • Must be trustworthy to handle large amounts of cash • Must have a clean criminal record • Must be able to handle stress • Must be nimble but thorough • Must be a good team player • Must be flexible in terms of working hours • Previous working experience is a plus