Refund Officer

Job DescriptionDetermine if guest is entitled to refund based on the company’s terms and conditions and guidelinesTo communicate with guest and internal departments for refund related requestsExecuting pre-refund processes to support Finance DepartmentProcess correct amount (blue amount) by deleting flight, reverse fee, update comment in both SkySpeed and CSM system based on refund requestGet 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 processEmail to guest to notify that refund has been initiatedBusiness days (6 Calendar Weeks) and notify guest if the refund has been rejectedOpen/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 necessaryEnsuring that the operations schedules properly as designed by Duty ExecutiveCreating an encouraging work environmentDocumenting general reports on each team member’s performance and targets as well as ensuring that they exceed the targetsTo assist on cases pertaining to reservations from COO, CEO Department, Customer Happiness, Guest Services and other departments who uses SkySpeed / Skyport systemTo ensure all tasks and transactions are done as accordance to RVT’s Operations Manual (S.O.P) and/or AirAsia’s terms and conditionsTo 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