Downtown Refunder

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

Reporting and collaboration
- Reporting line: Downtown Manager
- Mainly cooperates with:

- Peers at same and other Refund/Downtown Points
- Quality Assurance
- Processing
- Refund & Security Manager
- Merchants’ staff
- Sales organization

Background and Education
- University degree
- 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