Customer Service Representative (English + German) full-time / part-time

Nature and aim of the position
Operations is a function within the Operations organisation of Global Blue. Operations has the responsibility for Processing, Customer Service, Refund Payments and other back office operations. The vast majority of the activities are handled in service centres - Bratislava (Europe) and Singapore (APAC). The centre has developed quickly to 160 employees.
The position holder will have the responsibility for support of the Customer Service within Global Blue with the main focus on the content management of Tax Free forms and other collaterals, incl. information published online (web page, intranet).

Main duties and responsibilities
• Dealing with our customers by either telephone, e-mails, fax, letter or other media within define SLA & quality standards
• Main task is to analyse the customer request and provide solution and advice on tax-free shopping and tax refund procedure worldwide.
• Cooperation with our merchants (Luis Vuitton, Harrods etc.) to provide guidelines
• Communicate with other departments (Payments, Security, Processing) and local Office Managers to investigate the status of tax refund
• You will learn about different methods of tax-free shopping and tax refund payments methods around the world.
• Keeping records of customer interactions and contacts
• Researching required information using available resources
• Communication and coordination with all team members, internal departments and local offices
• Following-up on customer inquiries not immediately resolved
• Identifying and escalating priority issues
• Recommending processes improvements

Principal accountabilities
• Maintaining the work shift hours
• Providing customers with correct and complete information
• Ensuring the KPIs and SLAs are maintained
• Ensuring the contact logging software is correctly used to allow reports and analysis

Duties and responsibilities can be changed after arrangement

Reporting and collaboration
• Customer Service Team – team members, sr. representatives, supervisor and manager
• Processing Team – team members, supervisor, manager
• Local administration assistants/ managers

We offer
• Work in fast growing international company
• Development and potential to grow
• Benefits
o Language Courses
o Fitness – gym, swimming pool, wellness, massages
o Additional 2 days off per year
o Company library
o Employee referral program
o Employee suggestion program
o Teambuilding, Team events, Christmas party
o Birthday present
o “Fruit day”
o Sick days