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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: Arabic, Chinese, Spanish, Portuguese;
• Must be dedicated to service and customer satisfaction;
• 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