Seasonal Issuing & 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 * ### Collaboration with Lounge Florence, if needed, on activities related to the role of Associate Lounge Assistant. **Main KPIs** * Number of refunded transactions * Refunding mistake ratio **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 **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