Executive, Refund

Job Description

Job Description :

• Determine if the guest is entitled to a refund based on the company's terms and conditions and guidelines.
• Responsible for validating the refund cases within the given timeline
• Responsible for achieving the daily KPI without any failure
• Always aware of the changes happening in refund rules and the validation process
• Proactively report the issues to the team lead or manager if there are any issues related to the refund.
• Communicate with guests via email (Such as bank details if payment was made by direct debit / cash).
• Communicate with internal departments regarding refund-related requests.
• Accountable to update the refund amount, currency, refund category, other important tagging, and update the comment in both the booking system and the Case management systems based on the refund request.
• Handling emails and escalating refund cases via the Case Management System for any clarification and queries to other internal departments as necessary.
• To ensure the staff fully understand and comply with the Refund Standard Operating Procedure.
• Encourage support during the weekends, Public Holidays, and after working hours to clear the refund backlogs (if any)
• Continuously generating ideas on improving the refund process, increasing the automation, and reducing the manual handling cases.
• Work closely with the Customer Care team to increase guest satisfaction.
• Required decision-making capabilities before finalizing the validation result

Job Requirements :

We are all different - one talent to another - that is how we rely on our differences. At AirAsia, you will be treated fairly and given all chances to be your best.We are committed to creating a diverse work environment and are proud to be an equal opportunity employer.

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