Nature and aim of the position
This position is responsible for managing the tax refund counter staff at Department Store.
This role involves providing leadership to temporary and part-time refund staff.
Must be dedicated to Department store service and customer satisfaction.
Main duties and responsibilities
- Verify and refund Tax Free Forms
- Enhancing customer satisfaction
- Preventing refund error and fraud
- Prepare reports as needed
- Adhering to Global Blue and Merchant’s policies, guidelines and procedures
- Supporting and maintaining strong relations with the department store
Main KPIs
- Number of issued transactions
- Non-cash refunding ratio
- Working hours management
Reporting and collaboration
- Reporting line: Counter Assistant Manager - Keio Shinjuku -
- Mainly cooperates with:
- Peers at same and other Tax Refund counters
- Sales organization
- IT / Field Service
- Finance
- Human resources
- Merchants’ staff
Background and Education
- Must have a background in commercial or business education
- Must have experience in face-to-face customers
- Must have experience in people management and leadership
- Must be able to communicate with clients and department store staff in Japanese
- Additional language skills (English/Chinese/Korean) are preferred
Specific skills and knowledge
- Must be dedicated to service and customer satisfaction
- Must be experienced in using office software
- Must be a good team player
- Must be flexible in terms of working hours
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