Refund Operator

Nature and aim of the position

The holder of the position will work at the Refund Office at Schiphol International Airport. You enable the business to achieve the commercial objectives by operating at our service counters, kiosks and VIP Lounge.

As a Refund Operator your main responsibility is to assist international shoppers to obtain their Tax refunds at Schiphol airport. You do so by providing the customers with the right information regarding the Tax refund rules and procedures and advising them on the different payment methods, all the while providing excellent customer service. In this role you ensure that all commercial and administrative tasks are handled with great attention to detail during the refunding process.

Main duties and responsibilities

• Responsible for verifying and refunding the Tax Free Forms for our customers from outside of the EU at the refunding service desks.
• Responsible for providing the correct information concerning refund procedures and process to the customers, such as:
  • Amount of the Refund and the calculation thereof if necessary
  • Payment Options of the Refund:
  • Cash/Credit Card/Alipay/WeChat/Bank Transfer/Other payment methods
• Responsible for till management by checking the balance in your till at the beginning and end of your shift in accordance with the company policies, guidelines, and procedures
• Pro-actively comply with company policies, refund manual, guidelines, and procedures, signalling fraud and preventing mistakes in refunding
• Preparing daily, weekly, or monthly reports by following the instructions given by the Deputy Manager or Airport Manager
• Work with Sales Support to troubleshoot issues or customer questions and enquiries about processed tax refunds
• Responsible for guiding and assisting our customers as Host on following aspects, but not limited by:
  • Welcoming customers as they enter the bank-lining area within Schiphol
  • Knowing and providing the correct information concerning refund procedures to the customers, such as:
    • Obtaining Customs Stamps
    • Completion of personal information on the Tax-Free Forms
  • Assisting customers to complete Tax Refund Forms
  • Assisting customers at the Tax Refunding kiosks
• Responsible for ensuring the continued movement and management of the customer queue, preventing blockages in main traffic areas
• Responsible for promoting the specific payment target for a given period