Refund Officer (Russian/English) DWC Airport

Planet operate best in class international tax free refund services for its customers. We ensure quality of service in all aspects of the customer’s journey and in accordance with the high standards and requirements of our customers.

Planet is seeking to recruit a Russian/English speaking customer service agent or our Refund Team in DWC.

In a multicultural environment, your role will be to welcome our international customers at our validation points to validate their tax refund or assist in the validation of their tax refund .You will be the customer’s final touchpoint within the country and will represent our company to the highest standard.

You will provide a seamless customer experience, your enthusiasm and your ability to listen to the needs of the customer will allow you to thrive in the world of luxury.

Key Results Area

• Be the point of contact and welcome and greet our international shoppers at the refund/validation point.
• Process the validation of the customer tax refunds via our onsite solution.
• Assist the customer with any questions they have in relation to their tax refund.
• Inform the customer of the different refund methods available to them after validation of their tax free purchases.
• Resolve any issues that may be present with their tax free purchases in a courteous and helpful manner.
• Ensure the customer feels informed of the process and feel fully assisted by you at validation point.
• Be a subject matter expert for the customer on the rules and processes of the tax refund scheme.
• Report and escalate system or validation issues to the Refund/Operations Manager and appropriate team.
• Follow FTA agreed procedures for validating referred tax refund claims
  
  

Person Specification/Skills Experience

• Previous customer service experience
• Fluent Russian and English speaker
• High degree of energy, motivation, initiative & drive
• Customer service orientated with good communication & interpersonal skills
• Committed team player
• Attention to Detail
• Exemplary customer service skills
• Excellent communication and people management skills
• Language skills
  
  

At Planet, we embrace a hybrid work model, with three days a week in the office.

Reasonable accommodations may be made in order to allow for an individual to perform the essential functions of this role successfully.