Customer Care on site (seasonal job) (Florence)

Nature and aim of the position

Refund Tax Free Forms at Merchant’s (LaRinascente) LaRinascente Refund Point following Global Blue and Merchant’s guidelines and policies.

This role is on-site in Florence.

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;

Main KPIs

• Number of refunded transactions;
• Refunding mistake ratio;

Specific skills and knowledge

• Must be fluent in English;
• Other helpful languages in order of relevance: Arabic, Chinese, Spanish, Portuguese;
• Must be dedicated to service and customer satisfaction;
• 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;

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