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