Shift4 (NYSE: FOUR) is boldly redefining commerce by simplifying complex payments ecosystems across the world. As the leader in commerce-enabling technology, Shift4 powers billions of transactions annually for hundreds of thousands of businesses in virtually every industry. For more information, visit www.shift4.com.
Purpose of the role To provide an excellent level of customer service to the international customers at de Bijenkorf Amsterdam Tax Free Lounge.
Responsibilities Responsibilities include, but are not limited to:
Verifying and refunding the Global Blue Tax-Free Forms for our Non-EU resident international shoppers:
Guide, support and assist eligible shoppers in using the kiosk for VAT refunding.
Reviewing tax free forms for completeness, accuracy and compliance
Applying good judgement and making on spot decisions on tax refund eligibility
Processing cash and non-cash VAT refund transactions
Proactively propose other refund options (airport refund and mail back options) available to the international shopper, should the kiosk refund option not be applicable.
Pro-actively observe and comply with Global Blue policies, guidelines, and procedures.
Strictly adhering to the Global Blue Fraud Prevention and security policies.
Document and report any issues encountered at the kiosk; and liaise with commercial and IT team in order to resolve the issues encountered.
Guiding and assisting our customers on the following aspects:
Welcome customers as they enter the Guest Service.
Provide clear, concise and correct information concerning refund procedures tailor-fit to the customer’s journey.
Explain customers how to obtain customs stamp at exit points and how to complete the tax refunding process.
Queue management
Assisting with Kiosk Cash Replenishment
Actively promote:
Mobile Customer Care (MCC) to travellers/customers in the lounge
GB Mobile App
Main KPI’s
Refund Ratio of TFFs issued at DBK
Results of regular Global Blue knowledge tests (pass/fail)
DBK Feedback
Competencies
Dedicated to customer service and provide the best possible outcome for customer experience
Good time management and pro-active approach
Solution based approach to problem-solving
Attention to detail
Demonstrate good work ethic and professionalism
Flexible with working hours when required
Team player in a cross-cultural environment
Skills
Fluent in English (must have)
Any of the following languages: Dutch, Turkish, Chinese (Mandarin), Arabic (nice to have)
Strong communication skills: ability to deliver concise and precise information
Great interpersonal skills
Qualifications and education requirements
(Associate) University Degree in a related field (nice to have), or Junior College Degree and at least 2 years of experience in Retail, Hospitality or other related industry (customer oriented)
Must be able to provide a certificate of conduct (Verklaring Geen Bezwaar, VGB) via the Dutch State Secretary for Justice and Security
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or local protected class.
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Refund Operator in Amsterdam werkgever: Eigen Development
Shift4 biedt een dynamische en stimulerende werkomgeving waar medewerkers de kans krijgen om te groeien en impact te maken in de wereld van betalingsoplossingen. Met een sterke focus op samenwerking en innovatie, moedigen we een cultuur aan waarin teamleden hun vaardigheden kunnen ontwikkelen en bijdragen aan het succes van onze klanten. Werken bij Global Blue by Shift4 betekent deel uitmaken van een toonaangevend bedrijf dat zich inzet voor diversiteit en inclusie, met uitstekende voordelen en mogelijkheden voor professionele ontwikkeling.
