We are seeking a customer-focused and detail-oriented Senior Associate – Refunds to join our Customer Experience – Refunds Team. This role primarily involves managing airline refund-related customer queries via email, ensuring timely and accurate resolution with a strong customer-centric approach. The ideal candidate will possess hands-on experience with GDS systems, a solid understanding of airline refund processes, and excellent written communication skills and the flexibility to work in a 24x7 shift environment as required.This role also includes managing a team, overseeing shift operations, and ensuring smooth end-to-end workflow across the team.
Key Accountabilities
Functional Activities
Handle customer refund requests via email with accuracy, professionalism, and empathy.
Process refunds in line with company policies, airline guidelines, and regulatory requirements.
Verify refund eligibility and accuracy before initiating payments.
Coordinate with Finance, Sales, Ancillary, and Service teams for smooth refund processing.
Manage escalations end-to-end, conduct RCA, and ensure quick and effective closures.
Address refund-related disputes or complaints with fair and customer-focused resolutions.
Prepare and maintain daily/weekly/monthly reports to track metrics, identify trends, and drive productivity.
Meet defined SLAs while maintaining high quality and compliance standards.
Ensure adherence to audit, fraud-prevention, and data privacy protocols.
Manage end-to-end shift operations, ensuring workload balance and timely resolution of issues.
Support team members to achieve performance goals, ensuring continuous learning and development.
Oversee team productivity, provide feedback, and manage staffing for a 24x7 environment.
Recommend process improvements to enhance efficiency, accuracy, and customer satisfaction.
Note: Additional responsibilities may be assigned to the role holder as standalone projects or regular tasks, in consultation with the reporting manager.
Skills Required for the role.
Strong Interpersonal skills
Advanced Excel & PowerPoint skills
Team management
Escalation Handling
Analytical skills
GDS system proficiency
Key Performance Indicators
Refund Processing Metrics
Refund Processing Accuracy Rate
Refund Turnaround Time
Escalation Rate
Fraud Detection
Documentation Quality
Refund Process Improvement
Customer Satisfaction and Compliance Metrics
First Response Time (FRT)
Customer Resolution Time (RT)
Customer Satisfaction Score (CSAT)
Compliance Adherence
Operational Efficiency Metrics
Collaboration Effectiveness
Process Improvement Initiatives
Workload and shift management
Team performance, productivity, and development
Key Interfaces
Internal Interfaces
Finance
Collaborate with the finance team to verify refund amounts, process payments, and ensure timely and accurate refund transactions
Legal
Interface with the legal department to ensure compliance with refund policies, industry regulations, and data privacy laws
Operations
Collaborate with the operations team to understand ticketing processes and ensure a smooth refund process for customers
Contact Service Teams
Interface with the customer service team to receive and handle customer refund requests and provide updates on refund status
Educational and Experience Requirements
Minimum Education Requirement
Bachelor’s degree in business, Customer Relations, or a related field
Minimum Requirement
Desired
Experience
5-8 years of experience in airline refunds, back office-operations or a related customer service role.
Hands-on experience with GDS systems such as Amadeus is mandatory.
Proficiency in computer applications, including MS Office.
Prior experience in team management.
Experience with refund processing procedures and airline industry regulations is a plus.
Knowledge of the aviation industry and ticketing processes.
Exposure to reporting, productivity tracking, and process improvement initiatives.