Refund Operator

Purpose of the role

To provide an excellent level of customer service to the international customers at de Bijenkorf Amsterdam Tax Free Lounge.

• Verifying and refunding the Global Blue Tax-Free Forms for our Non-EU resident international shoppers:
• Guide, support and assist eligible shoppers in using the kiosk for VAT refunding.
• Reviewing tax free forms for completeness, accuracy and compliance
• Applying good judgement and making on spot decisions on tax refund eligibility
• Processing cash and non-cash VAT refund transactions
• Proactively propose other refund options (airport refund and mail back options) available to the international shopper, should the kiosk refund option not be applicable.
• Pro-actively observe and comply with Global Blue policies, guidelines, and procedures.
• Strictly adhering to the Global Blue Fraud Prevention and security policies.
• Document and report any issues encountered at the kiosk; and liaise with commercial and IT team in order to resolve the issues encountered.

• Welcome customers as they enter the Guest Service. Provide clear, concise and correct information concerning refund procedures tailor-fit to the customer’s journey.
• Explain customers how to obtain customs stamp at exit points and how to complete the tax refunding process.
• Queue management
• Assisting with Kiosk Cash Replenishment
• Actively promote:
  Mobile Customer Care (MCC) to travellers/customers in the lounge GB Mobile App

• Refund Ratio of TFFs issued at DBK Results of regular Global Blue knowledge tests (pass/fail) DBK Feedback

• Dedicated to customer service and provide the best possible outcome for customer experience Good time management and pro-active approach Solution based approach to problem-solving Attention to detail Demonstrate good work ethic and professionalism Flexible with working hours when required Team player in a cross-cultural environment

• Fluent in English (must have) Any of the following languages:
  Dutch, Turkish, Chinese (Mandarin), Arabic (nice to have)
• Strong communication skills: ability to deliver concise and precise information Great interpersonal skills

• University Degree in a related field (nice to have), or Junior College Degree and at least 2 years of experience in Retail, Hospitality or other related industry (customer oriented)
• Must be able to provide a certificate of conduct (Verklaring Geen Bezwaar, VGB) via the Dutch State Secretary for Justice and Security

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or local protected class.

Shift4 (NYSE: FOUR) powers the experience economy, enabling businesses to deliver the moments that matter. Transforming how people shop, dine, stay, and play, Shift4’s commerce technology allows for a seamless experience at any scale. From your neighborhood restaurant to the world’s largest event venues, Shift4 handles billions of transactions annually for hundreds of thousands of businesses around the world. For more information, visit

Global Blue by Shift4 is the industry leader in Tax Free Shopping solutions, simplifying the tax refund process for international travelers and driving revenue for retailers through a fully integrated commerce experience. As a business partner for the shopping journey, we seamlessly connect shoppers and brands worldwide, powering over 40 million transactions each year. For more information, please visit  and

75+ Countries $300+ Billion Processed Annually 300,000+ Customers 1,200+ Technology Integrations 5+ Billion Annual Transactions 100+ Payment Methods

We take corporate social responsibility seriously and strive to make a positive impact on the world around us. The Shift4 team is committed to making a difference in our local communities through volunteerism and other charitable contributions. Join Our Team Our people are our greatest asset, and we’re always looking for driven and innovative individuals to join our fast-growing team.