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Nature and aim of the position

The Operation and Agent Support is the main contact and responsible person for the daily queries and tasks of Refund Agents, Early Refund Points, Service Centers, and Customs Authorities of the assigned area. The job holder will handle all queries and tasks of the Refund Agents, Early Refund Points, and Service Centers of the assigned area (currently Serbia, Croatia, Slovenia, Bosnia & Herzegowina, North Macedonia, and Moldova). He/she ensures answering by phone, Video Call, and email specific questions regarding Tax-Free forms.

Main duties and responsibilities

  • Address Refund Agent’s ad hoc questions regarding specific Tax-Free Forms, ordering operation hardware, stock keeping, testing devices, barcode readers, customs stamp verification, and void stamps
  • Support the Area Manager Refund Operation in the preparation and updating of training materials and with the rollouts of new Refund Agents and Refund Points
  • Manage Refund Agent´s complaints regarding debit notes in cooperation with Quality Assurance
  • Provide feedback to Accounting and Processing related to debited mistakes
  • Control refund mistakes and develop action plans to improve the refund quality
  • Rectify refund mistakes
  • Monitor fraud and communicate with Fraud Prevention Team
  • Update Refunding databases incl. CRM and RPDM
  • Create Refund Point Data Sheets for new Refund Agents
  • Create BI reports/analysis of the iREX transactions reports using MS Excel
  • Keep an updated mapping of Airport and agent agreements
  • Administer the Operations SharePoint (permissions, roles, and content)
  • Create and manage reporting templates (counter statistics etc.)
  • Ensure the accuracy of the locations and opening hours of our Refund Points on GB Web and App
  • Strictly adhere to Global Blue policies, guidelines and procedures

Key competencies

  • Number of refunded transactions / Refund Ratio / Cash Fee income / FEX
  • Refunding mistake ratio
  • Recovery Ratio
  • Number of Refund agent complaints
  • Refund Agent satisfaction
  • Number of potential fraud cases

Reporting and collaboration

  • Reports to Area Manager Refund Operation
  • GB Customer Service and Fraud Prevention teams
  • GB Payments and Transaction Recovery team
  • GB Quality Assurance team • GB Processing team
  • City Refund Point Managers, Supervisor
  • GB Company Functions including Sales, Technology, Merchant Service and Customer Service Center
  • Customs Authorities

Preferable skills and competencies

  • Hands-on, ”can do attitude”
  • Language skills: Serbian (preferably mother tongue), fluent English spoken and written – any other language (e.g. Croatian, Slovenian, etc.) of the area is a strong additional asset
  • Willingness to travel (ca. 10%-20% with overnights)
  • Affinity for numbers
  • Flexibility and autonomous thinking/working
  • Self-confident – good communicator
  • Good team player and contributor to positive team spirit
  • Dedicated to service and customer satisfaction
  • Previous working experience as a sales support agent at a service till is a plus • Intercultural skills in line with the neighboring countries
  • Must have clean criminal record

Background and Education

  • 3-5 years experience as a Customer Service support agent preferably in the financial (Admin center, Bank, Foreign Exchange), POS payment, consulting, IT sales services
  • Experience working with specific customer service software
  • Good experience with MS Office (Word, Excel, Powerpoint, Video Call systems) and computer literacy
  • Good communicator and problem-solver • Experienced handling of customer complaint
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Confirmed 6 hours ago. Posted 30+ days ago.

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