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: Manager - Mainly cooperates with: Peers at same and other Refund - 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 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 trustworthy to handle large amounts of cash - Must have a clean criminal record - Must be nimble but thorough