Main duties and responsibilities
1. Verify and refund Tax Free Forms to international travellers
2. Ensure a satisfactory experience for our customers
3. Prevent refunding mistakes and fraud
4. Prepare reports as needed
5. Observe Global Blue and Merchant’s policies, guidelines and procedures
Main KPIs
6. Number of refunded transactions
7. Refunding mistake ratio
Reporting and collaboration
8. Reporting line: Downtown Manager
9. Mainly cooperates with:Peers at same and other Refund/Downtown PointsQuality AssuranceProcessingRefund & Security ManagerMerchants’ staffSales organization
Background and Education
10. University degree
11. Helpful: a commercial background
12. Helpful: experience in face to face customer contact
13. Helpful: experience in managing tills
14. Helpful: airport, retail or front office experience
15. Helpful: customer service experience
Specific skills and knowledge
16. Must be fluent in English.
17. Other helpful languages in order of relevance: Chinese, Russian, Arabic
18. Must be dedicated to service and customer satisfaction
19. Must be experienced in using office software
20. Must be trustworthy to handle large amounts of cash
21. Must have a clean criminal record
22. Must be able to handle stress
23. Must be nimble but thorough
24. Must be a good team player
25. Must be flexible in terms of working hours
26. Previous working experience is a plus