Description (internal use only)Position: Downtown Refunder Business Unit/Function: CommercialReports to: Downtown ManagerLocation: Downtown Refund pointsNature and aim of the positionRefund Tax Free Forms at Merchant’s (The Mall) Downtown Refund Point following Global Blue and Merchant’s guidelines and policies.Main duties and responsibilitiesVerify and refund Tax Free Forms to international travellersEnsure a satisfactory experience for our customersPrevent refunding mistakes and fraudPrepare reports as neededObserve Global Blue and Merchant’s policies, guidelines and proceduresMain KPIsNumber of refunded transactionsRefunding mistake ratioReporting and collaborationReporting line: Downtown ManagerMainly cooperates with:Peers at same and other Refund/Downtown PointsQuality AssuranceProcessingRefund & Security ManagerMerchants’ staffSales organizationBackground and EducationUniversity degreeHelpful: a commercial backgroundHelpful: experience in face to face customer contactHelpful: experience in managing tillsHelpful: airport, retail or front office experienceHelpful: customer service experienceSpecific skills and knowledgeMust be fluent in English.Other helpful languages in order of relevance: Chinese, Russian, ArabicMust be dedicated to service and customer satisfactionMust be experienced in using office softwareMust be trustworthy to handle large amounts of cashMust have a clean criminal recordMust be able to handle stressMust be nimble but thoroughMust be a good team playerMust be flexible in terms of working hoursPrevious working experience is a plus