Refund Officer

AirAsia SEA Sdn. Bhd.

Bayan Lepas, Penang

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... More Detail

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