Downtown Refunder

Job description

Job Description (internal use only) Position: Downtown Refunder: Business Unit/Function: Commercial: Reports to: Downtown Manager: Location: Downtown Refund points: Nature and aim of the position Refund Tax Free Forms at Merchant’s (The Mall) Downtown 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 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 Speci...