Microsoft-office Careers in berlin ∙ Page 1

Responsibilities

• Reviewing Tax-Free forms for completeness according to tax regulations and Global Blue guidelines
• Refunding the payout amount according to Global Blue guidelines, including verifying travelers’ eligibility for tax refunds
• Using internal and necessary application software for communication and refund processing, such as Refund Manual, Refund Software REX, Security Manual, Instruction Manual, and MS Office
• Handling cash and cashless transactions for customers according to Global Blue guidelines
• Fraud prevention and security measures in collaboration with the responsible Refund Manager / Operational Manager Department Stores. Adhering to anti-fraud guidelines
• Complying with Global Blue guidelines and requirements, as well as preparing reports and statistics
• Serving as the local contact for the GB IT team; exchanging hardware, ensuring updates are correctly installed
• Monitoring team performance KPIs together with the responsible Operational Manager Department Stores
• Implementing and adhering to annual operational targets
• Developing and implementing annual marketing activities together with the responsible Operational Manager Department Stores (signage, Handouts, tourist information)
• Supporting the local Operational Manager Department Stores in their absence
• Building relationships with merchants store management
• Staff planning together with the responsible manager
• Leading, informing, supervising, and motivating employees/the team in accordance with labor law
• Ensuring that the Refund Office operates according to company guidelines/requirements and within budget
• Preparing and providing of monthly payroll documents

Additional: Division of work in percentage (please note that this is subject to change depending on business):

• Refunding: 65%
• Administration – 25%
• Reports Management – 10%

Main KPI’s

• Monitoring of Refund mistakes (Team- & personnel target)
• Numbers of transactions (Team- & personnel target)
• Ongoing training of own staff
• Monitoring cost per transactions

Competencies & Skills

• Reliable and trustworthy handling of cash amounts
• Fluent in German and English; additional languages are an advantage
• Positive attitude towards colleagues and a good team player
• Customer-oriented support
• Solution-oriented work approach
• Experience in using Microsoft Office programs
• Stress resistance
• Ability to work under pressure
• Agile but thorough
• Good organizational and communication skills, flexibility, ability to work independently according to given guidelines, service-oriented attitude
• Leadership skills

Qualifications and education requirements

• At least 4 years of experience in refunds/operations
• Excellent knowledge of MS Office
• Customer facing
• High ethical standards
• Ability to assert and motivate
• Organizational skills
• Flexibility regarding working hours
• Willingness to work shifts, weekends, and holidays
• Clean criminal record