Job Description

• Determine if guest is entitled to refund based on the company\xe2\x80\x99s terms and conditions and guidelines
• To communicate with guest and internal departments for refund related requests
• Executing pre-refund processes to support Finance Department
• Process correct amount (blue amount) by deleting flight, reverse fee, update comment in both SkySpeed and CSM system based on refund request
• Get sufficient details for refund purpose via email or call (example: bank details if payment done by direct debit/cash)
• Escalate case to Finance via CSM for refund process
• Email to guest to notify that refund has been initiated
• Business days (6 Calendar Weeks) and notify guest if the refund has been rejected
• Open/close flight if necessary in Skyport (Example, close flown flight for airport tax refund process)
• Handling emails and escalated refund cases, questions, and queries from other internal departments as necessary
• Ensuring that the operations schedules properly as designed by Duty Executive
• Creating an encouraging work environment
• Documenting general reports on each team member\xe2\x80\x99s performance and targets as well as ensuring that they exceed the targets
• To assist on cases pertaining to reservations from COO, CEO Department, Customer Happiness, Guest Services and other departments who uses SkySpeed / Skyport system
• To ensure all tasks and transactions are done as accordance to RVT\xe2\x80\x99s Operations Manual (S.O.P) and/or AirAsia\xe2\x80\x99s terms and conditions
• To improve the operational systems, processes and policies in support of RVT\xe2\x80\x99s tasks and functions specifically, support better management reporting, information flow between Stations, RRC, Preflight, Sales Offices, Ground Operations, Finance, IT and management
• Review and propose revision on SOPs in line with the airline country regulations
• Work closely with Customer Happiness team of different countries on refund cases and refund policies

Requirements:

• Candidate must possess at least a Diploma, Advanced/Higher/Graduate Diploma
• Good command in English both verbal and written
• Able to communicate well with all levels of stakeholders
• Knowledge in accounting is an added advantage
• Developed the skill of able to detect abnormalities within a process or organization and highlighting them to drive for improvements
• Fresh graduates are welcome to apply
• Available for 6 months contract position

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.Search Firm Representatives - AirAsia does not accept unsolicited assistance from search firms for employment opportunities. All CVs / resumes submitted by search firms to any employee at our company without a valid written search agreement in place will be deemed the sole property of our company. No fee will be paid in the event a candidate is hired by our company as a result of an agency referral where no pre-existing agreement is in place.

AirAsia