Responsibilities

• Determine if guest is entitled to refund based on the company’s terms and conditions and guidelines.
• Communicate with guest and internal departments for refund related requests.
• Execute pre-refund processes to support the Finance Department.
• Process the correct amount (blue amount) by deleting flight, reversing fee, and updating comment in both SkySpeed and CSM system based on refund request.
• Obtain sufficient details for refund purpose via email (e.g., bank details if payment done by direct debit/cash).
• Escalate case to Finance via CSM for refund process.
• Handle emails and escalated refund cases, questions, and queries from other internal departments as necessary.
• Create an encouraging work environment.
• Document general reports on each team member’s performance and targets, ensuring they exceed the targets.
• Ensure all tasks and transactions are done in accor...