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(example: bank details if payment done by direct debit/cash).

• Escalate case to Finance via CSM for refund process.

• Handling emails and escalated refund cases, questions, and queries from other internal departments as necessary.

• 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 ensure all tasks and transactions are done as accordance with Manual (S.O.P) and/or AirAsia’s terms and conditions.

• To improve the operational systems, processes and policies in support of 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 Care 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.