Job Description
Job Description:
Determine if the guest is entitled to a refund based on the company’s terms and conditions and guidelines.
Responsible for validating the refund cases within the given timeline
Responsible for achieving the daily KPI without any failure
Always aware of the changes happening in refund rules and the validation process
Proactively report the issues to the team lead or manager if there are any issues related to the refund.
Communicate with guests via email (Such as bank details if payment was made by direct debit/cash).
Communicate with internal departments regarding refund-related requests.
Accountable to update the refund amount, currency, refund category, other important tagging, and update the comment in both the booking system and the Case management systems based on the refund request.
Handling emails and escalating refund cases via the Case Management System for any clarification and queries to other internal departments as necessary.
Continuously generating ideas on improving the refund process, increasing the automation, and reducing the manual handling cases.
Work closely with the Customer Care team to increase guest satisfaction.
Required decision-making capabilities before finalizing the validation result
Qualifications:
Fresh graduates or experienced candidates in the Finance-related field are encouraged to apply.
Diploma or Bachelor's degree in Finance or any other related field.
Strong leadership and communication skills.
Strong numerical and analytical skills.
Excellent attention to detail.
Strong communication and interpersonal skills.
Ability to work independently and as part of a team.
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.
