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...