Nature and aim of the position
Centralised Services is a function within the Operations organisation of Global Blue. Centralised Services 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 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 customers either by telephone, e-mails, fax, letter or other media within define SLA & quality standards
• 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