Refund Assistant

Responsibilities

• Reviewing Tax-Free forms for completeness according to tax regulations and Global Blue guidelines
• Refunding the payout amount according to Global Blue guidelines, including verifying travelers’ eligibility for tax refunds
• Using internal and necessary application software for communication and refund processing, such as Refund Manual, Refund Software REX, Security Manual, Instruction Manual, and MS Office
• Handling cash and cashless transactions for customers according to Global Blue guidelines
• Fraud prevention and security measures in collaboration with the responsible Refund Manager / Airport Manager. Adhering to anti-fraud guidelines
• Complying with Global Blue guidelines and requirements, as well as preparing reports and statistics
• Supporting the Supervisors / Airport Managers in the “Recovery Project,” which focuses on correcting and preventing payout mistakes
• Back-office tasks such as preparing documents that need to be created, archived, and managed for the daily process at the counter

Main KPI’s

• Refund mistake ratio
• Numbers of Transactions

Competencies & Skills

• Reliable and trustworthy handling of cash amounts
• Fluent in German and English; additional languages are an advantage • Positive attitude towards colleagues and a good team player
• Customer facing
• Solution-oriented work approach
• Experience in using Microsoft Office programs
• Stress resistance

Qualifications and education requirements

• Preferably 1-2 years of professional experience in customer service
• Flexibility regarding working hours
• Willingness to work shifts, weekends, and holidays
• Clean criminal record in accordance with airport requirements