Customer Service Assistant - Based in Rome (LaRinascente)

Nature and aim of the position

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

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
• Verify the accuracy of customer documentation

Main KPIs

• Number of refunded transactions
• Refunding mistake ratio

Reporting and collaboration

• Reporting line: Issuing & Refund Coordinator
• Mainly cooperates with:

Background and Education

• Helpful: experience in face to face customer contact
• Helpful: experience in managing tills
• Helpful: airport, retail or front office experience
• Helpful: customer service experience

Specific skills and knowledge

• Must be fluent in English.
• Other helpful languages in order of relevance: Chinese, Portuguese, spanish
• Must be dedicated to service and customer satisfaction
• experienced in using office software
• Must have a clean criminal record
• Ability to remain focused and deliver high‑quality service during periods of intense customer traffic;
• Must be nimble but thorough
• Must be a good team player
• Previous working experience is a plus
• Availability to work according to an organized shift system, as required by operational needs.