The Tax Refund Coordinator is responsible for supporting customers and the Sales team throughout the tax refund process, including VAT and excise duty refund services. The role ensures accurate document processing, effective customer communication, timely case management, and high-quality administrative support while delivering an excellent customer experience and maintaining compliance with internal policies and procedures. Skills & Competencies

• Strong customer service orientation and commitment to customer satisfaction.
• Excellent communication and interpersonal skills.
• High attention to detail and accuracy.
• Strong organizational and time-management skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Proactive, self-motivated, and capable of working independently.
• Strong problem-solving and analytical skills.
• Emotional intelligence and professionalism in customer interactions.
• Team-oriented mindset with the ability to collaborate across departments.
• Ability to work effectively in a multicultural and dynamic international environment.

Qualifications & Experience

• Bachelor’s degree in Finance, Accounting, Economics, or a related field.
• 3-5 years of experience in a finance-related role.
• Experience in a similar position is an advantage.
• Strong communication skills and a solution-oriented mindset.
• Fluency in the local language and working proficiency in English (B2 preferred).
• Advanced knowledge of Microsoft Office applications.
• High level of accuracy and attention to detail, including in administrative and repetitive tasks.

Sales Support

• Act as the primary point of contact for the Sales team regarding tax refund services.
• Provide guidance and up-to-date information on VAT and excise duty refund processes and requirements.
• Support the onboarding and activation of new clients by providing status updates and feedback to Sales Managers.
• Monitor and communicate the progress of customer refund applications.
• Respond promptly to inquiries from Sales Managers regarding tax refund services, customer cases, and process-related matters.
• Collaborate closely with Sales teams to ensure a seamless customer journey and successful service activation.

Customer Support & Tax Refund Administration

• Prepare, review, and process documentation required for VAT and excise duty refund services.
• Provide customers with all necessary documents and instructions for service activation.
• Assist customers in completing and submitting tax refund documentation accurately and on time.
• Review and verify customer-submitted documents for completeness and compliance.
• Communicate document deficiencies, missing information, and next steps to customers.
• Register and maintain customer profiles in relevant internal systems
• For the purpose of maintaining ongoing contact with clients, sharing information, clarifying matters on an ongoing basis, and answering their questions
• Support customers throughout the VAT and excise duty refund process.
• Provide information and assistance regarding NI procedures
• Assist customers in effectively using the Eurowag customer portal and related digital services.
• Maintain accurate customer records and ensure data quality across systems.
• Monitor ongoing refund cases and proactively communicate status updates to customers when needed.

Administrative & Operational Support

• Prepare authorizations, and other required documentation.
• Support reporting, data collection, and operational administration activities.
• Ensure all assigned tasks are completed within agreed timelines and quality standards.
• Actively collaborate with internal stakeholders across departments to deliver efficient customer service.
• Contribute to process improvements and operational excellence initiatives.
• Perform additional duties as assigned by management, consistent with the employee's qualifications and experience.