Nature and aim of the positionRefund Tax Free Forms at Merchant’s (LaRinascente) LaRinascente Refund Point following Global Blue and Merchant’s guidelines and policies.This role is on-site in Florence.Main duties and responsibilitiesVerify 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;Main KPIsNumber of refunded transactions;Refunding mistake ratio;Specific skills and knowledgeMust be fluent in English;Other helpful languages in order of relevance: Arabic, Chinese, Spanish, Portuguese;Must be dedicated to service and customer satisfaction;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;Reporting and collaborationReporting line: Issuing Refund CoordinatorMainly cooperates with:Peers at same and other Refund/Downtown PointsQuality AssuranceProcessingRefund Security ManagerMerchants’ staffSales organizationBackground and EducationHelpful: a commercial backgroundHelpful: experience in face to face customer contactHelpful: experience in managing tillsHelpful: airport, retail or front office experienceHelpful: customer service experience