Nature and aim of the position
Refund Tax Free Forms at Merchant’s (LaRinascente) LaRinascente Refund Point following Global Blue and Merchant’s guidelines and policies.
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;
Main KPIs
* Number of refunded transactions;
* Refunding mistake ratio;
Specific skills and knowledge
* Must be fluent in English;
* Other helpful languages in order of relevance: Chinese, Spanish;
* 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;
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