Senior Associate - Central Agency Refunds and ADM Support

Location: Gurugram

Oct 30, 2025

Position Title:	Senior Associate - Central Agency Refunds & ADM Support
Job Code:	-	Grade:	E2
Function:	Commercial	Location:	Gurugram
Reports to:	Manager - Agency Refunds & ADMs	Role Level:	Senior Associate

Job Purpose

Support the Lead Agency Refunds and ADMs in managing and facilitating the agency refund process and Agent Debit Memos

Key Accountabilities

Handle refund requests from travel agencies promptly and accurately.
Verify the eligibility of refund requests based on company policies and regulatory requirements.
Process refunds through the central agency system or relevant platforms in accordance with established procedures.
Ensure all refund-related records are accurate, up-to-date, and easily accessible for auditing purposes.
Generate reports on refund activities and trends as required.
Serve as the primary point of contact for travel agencies regarding refund inquiries and assistance.
Provide timely and professional responses to inquiries via email, phone, or other communication channels.
Assist travel agencies in understanding refund policies, procedures, and requirements.
Investigate and resolve any issues or discrepancies related to refund requests in collaboration with relevant departments.
Address concerns or complaints from travel agencies regarding refund processing in a proactive and customer-focused manner.
Ensure compliance with industry regulations, including those set forth by regulatory bodies and central agencies.
Stay updated on changes to refund policies, regulations, and industry best practices.

Any other additional responsibility could be assigned to the role holder from time to time as a standalone project or regular work. The same would be suitably represented in the Primary responsibilities and agreed between the incumbent, reporting officer and HR.

Skills Required for the role

Strong Leadership and Management	Effective Communication and Interpersonal Skills
Proactive Problem-Solving	Customer Service Excellence
Technical Proficiency with Help Desk Software	Data Analysis and Reporting Skills

Key Interfaces

Internal Interfaces
Head of Sales Support	Directly reports to ensure alignment with overarching sales support strategies. Collaborates on developing strategic initiatives that improve support efficiency. Engages in frequent planning sessions to ensure help desk activities align with broader organizational goals.
External Interfaces
Agency	Engages directly to resolve issues and ensure a high level of customer service and satisfaction. Oversees the development and implementation of service standards for customer interactions. Analyses customer feedback to identify patterns and areas for service improvement.

Educational and Experience Requirements

Minimum Education Requirement	Bachelor’s degree in business administration, Marketing, Sales, or a related field.
	Minimum Requirement	Desired
Experience	5-6 years of experience in sales, sales support, or related roles	6+ years of experience in sales, sales support, or related roles Prior experience in aviation sector is an advantage.