Customer Refund Assistant - The Mall Outlet (on-site job)

Kick-start your career in a dynamic, multicultural environment! As a Customer Refund Specialist, you’ll interact face-to-face with international travellers, delivering excellent service and gaining hands-on experience in customer care.

This entry-level role is perfect for people-oriented individuals ready to grow in a fast-paced, global setting.

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

Why You’ll Love This Role

• Work in a multicultural environment with colleagues and customers from around the world;
• Be part of a front-line team that values collaboration, integrity, and service excellence;
• Gain valuable experience in face-to-face customer interaction and managing refund payments

Main KPIs

• Number of refunded transactions
• Refunding mistake ratio

Reporting and collaboration

Reports to: Manager

Collaborates with:

• Peers in Refund, Processing, and Quality Assurance
• Refund & Security Manager
• Merchant staff
• Sales organization

Background and Education

This is an entry-level role and a university degree is not required. What matters most is your ability to communicate effectively, work well with others, and engage confidently with international customers.

We’re looking for candidates who have:

• Excellent spoken English – this is essential
• Knowledge of additional languages is a strong plus (especially Arabic, Chinese, or Russian)
• A natural ability to work face-to-face with the public in a professional and welcoming manner
• Strong teamwork skills and a collaborative mindset
• Previous experience in customer-facing roles (retail, hospitality, airport, or front office) is helpful but not mandatory

Specific skills and knowledge

• Must be fluent in English.
• Other helpful languages in order of relevance: Arabic, Chinese, Russian
• Must be dedicated to service and customer satisfaction
• Must be trustworthy to handle large amounts of cash
• Must have a clean criminal record
• Agile and detail-oriented approach