Refund Operator

The holder of the position will work at the Tax Free Lounge within de Bijenkorf Amsterdam. You enable the business to achieve its commercial objectives by operating at the service counter processing tax refunds in compliance with the organizations refund manual, policies and guidelines.

On a daily basis you provide excellent customer service to our international customers within de Bijenkorf ensuring our service levels match the expectations set as the global leader in Tax Refunding. The Refund Operator creates the fundamental layer of the business with the direct relationship with our international customers, ensuring the refunding process and flow is the best possible experience.

Main duties and responsibilities

• Responsible for verifying and refunding the Global Blue Tax Free Forms for our customers from outside of the EU.
• Responsible for ensuring an outstanding experience for our customers at the Refund Office.
• Responsible for till management by checking the balance in your till at the beginning and end of your shift in accordance with the Global Blue policies, guidelines and procedures.
• Responsible for providing the correct information concerning refund procedures and process to the customers, such as:
• Obtaining Customs Stamps
• Completion of personal information on the Tax-Free Forms
• Amount of the Refund and the calculation thereof if necessary
• Payment Options of the Refund
  • Cash
  • Credit Card
  • Alipay
  • WeChat
  • Bank Transfer
  • Other payment methods
• Up-selling Global Blue services such as:
  • Mobile Customer Care, to assist the customer in process of obtaining validation and completing the refunding process improving the customer experience and journey.
  • Home Delivery, allowing the customer to send purchased items internationally and receive their VAT refund.
• Responsible for guiding and assisting our customers as Host on following aspects, but not limited by:
• Welcoming customers as they enter the Lounge, putting them on our digital waiting list as necessary;
• Answering any initial questions regarding the Tax Refund procedure;
• Assisting customers to complete Tax Refund forms;
• Assisting customers to issue the refund on the kiosks.
• Upselling Global Blue enrollment services (QR Code) while waiting to speed up the overall refunding process.
• Pro-actively comply with Global Blue policies, refund manual, guidelines and procedures, signaling fraud and preventing mistakes in refunding.
• Preparing daily, weekly or monthly reports by following the instructions given by the Lounge Manager or delegate.
• Work with Sales Support to troubleshoot issues or customer questions and enquiries about processed tax refunds.
• Responsible for maintaining a clean workspace following the Clean Desk Policy.

Reporting and collaboration

• The holder of the position reports directly to:

• Lounge Manager

• The holder of the position collaborates with:

• Internal (GB Global)
  • Refund Operators at Refund Office de Bijenkorf, Batavia Stad, and the Roermond Outlet
  • Hosts
  • Sales Support
• External (de Bijenkorf)
  • Team Customer Service

Division of work

• Tax Refunding – 95%
• General Administration – 5%