Job Description

Refund Officer JOB DESCRIPTION . Determine if guest is entitled to refund based on the company\'s 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 and will be processed by 30 . 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\'s 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\'s Operations . Manual (S.O.P) and/or AirAsia\'s terms and conditions . To improve the operational systems, processes and policies in support of RVT\'s 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 . Managing Refund Support Team & Refund Processing and supporting their daily operations in order to meet the committed processing lead time . Work closely with Customer Care team of different countries on refund cases and refund policies Requirement: . 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 . Full-Time position(s) available. 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.

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