Refund Operator

We are looking for a Refund Operator to strengthen our Schiphol International Airport Refund team. You could be working part-time with fixed hours between 16 to 36 hours per week.

In this role you will be responsible for assisting international shoppers with Tax refunds by providing them with the correct information on refund procedures and payment methods. In addition to providing excellent customer service, you will work closely with our Sales Support team to troubleshoot issues and ensure that all commercial and administrative tasks are handled with great attention to detail.

Main duties and responsibilities
- Responsible for verifying and refunding the Global Blue Tax-Free Forms for our customers from outside of the EU:

- Pro-actively comply with Global Blue policies, refund manual, guidelines, and procedures, signalling fraud and preventing mistakes in refunding
- Preparing daily, weekly, or monthly reports by following the instructions given by the Deputy Manager or Airport Manager
- Work with Sales Support to troubleshoot issues or customer questions and enquiries about processed tax refunds
- Responsible for guiding and assisting our customers as Host on following aspects, but not limited by:

- Welcoming customers as they enter the bank-lining area
- Providing the correct information concerning refund procedures
- Assisting customers to obtain customs stamp and complete Tax Refund Forms
- Assisting customers at the Tax Refunding kiosks
- Responsible for ensuring the continued movement and management of the customer queue, preventing blockages in main traffic areas

Preferable skills and competencies

To be successful in the role you:

- Are able to provide an excellent level of customer service
- Are fluent in English, Chinese (Mandarin) a bonus. Other helpful languages are Dutch, Arabic, Hebrew, Russian and Spanish
- Are able to work in a fast-paced environment
- Are able to provide a certificate of conduct (Verklaring Geen Bezwaar, VGB) via the Dutch State Secretary for Justice and Security
- Are flexible with working hours when required and a team player in a cross-cultural environment

Business Knowledge/Educational Background
- Experience in customer facing role
- Experience in cash handling
- Commercial experience in an international environment