Refund Leader, Sapporo Tanukikoji

• Nature and aim of the position
• This position is responsible for managing the tax refund counter staff at CIRC.
• This role involves providing leadership to temporary and part-time refund staff.
• Must be dedicated to customer service and 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 merchants

Main KPIs

• Number of issued transactions
• Working hours management

Reporting and collaboration

• Reporting line: Area Manager (East)
• 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 merchants 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