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