Refund Operator
Shift4 Payments · Amsterdam
Shift4 (NYSE: FOUR) is boldly redefining commerce by simplifying complex payments ecosystems across the world. As the leader in commerce-enabling technology, Shift4 powers billions of transactions annually for hundreds of thousands of businesses in virtually every industry. For more information, visit www.shift4.com.
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
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.