Refund Officer - Bayan Lepas, Malaysia - AirAsia

Description

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

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 ( 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

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

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 are committed to creating a diverse work environment and are proud to be an equal opportunity employer.