Refund Operator

## Refund Operator Apply:
On-site:
Netherlands - De Bijenkorf Amsterdam:
Part time:
Posted Yesterday:
JR0000516

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** Purpose of the role
** To provide an excellent level of customer service to the international customers at de Bijenkorf Amsterdam Tax Free Lounge.
** Responsibilities
* *** Responsibilities include, but are not limited to:
*** 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.
* Guiding and assisting our customers on the following aspects:  + 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
** Main KPI’s
*** Refund Ratio of TFFs issued at DBK
* Results of regular Global Blue knowledge tests (pass/fail)
* DBK Feedback
** Competencies
* ** 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
** Skills
* ** 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
** Qualifications and education requirements*** (Associate) 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