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).

Responsibilities

• Dealing with customers either by telephone, e‑mails, live chat, fax, letter or other media within defined SLA & quality standards
• Providing customers with correct and complete information
• Ensuring the KPIs and SLAs are maintained
• Keeping records of customer interactions and contacts
• Ensuring the contact logging software is correctly used to allow reports and analysis
• Researching required information using available resources
• Communication and coordination with all team members, internal departments and local offices
• Following up on customer inquiries not immedia...