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Refunds Officer - Air Tickets

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JobABC PTY LTD

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Location:
Australia , Melbourne

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Category:
Hospitality and Tourism

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

As a Refund Officer at Air Tickets, Australia’s leading travel consolidation company, you will play a key role in managing customer refunds, ensuring accuracy, timelines and compliance with industry standards. This role requires specialist knowledge of airfares and airlines refund policies as well as the ability to assist travel agents in interpreting fare rulings and refunds procedures. Drawing on your specialist knowledge and skills you will calculate and process refunds on all types of airline documentation.

Job Responsibility:

  • Provide strong knowledge and support of fares rules to our customers
  • Determine if customer is entitled to refund based on airline terms and conditions and guidelines
  • Verify exact nature of cancellation request – full, partial sector, split pax, amended, no show, full refund. Exception cases like visa rejection, medical and death cases
  • Ensure all refunds comply with IATA regulations, airline fare rules and internal company policies
  • Follow up (call and email) with airlines for pending refunds where required
  • Provide end-to-end support to our agent customers when it comes to actioning a refund
  • Communicate clearly and effectively with airlines / GDS partners
  • Maintain agreed SLA with 100% compliance to quality and volumes processed
  • Respond to agent queries via both telephone and email
  • Maintain a personal productivity of refunds processed per week and as per company expectations

Requirements:

  • Knowledge and experience with 2 or more GDS systems such as Amadeus, Galileo and Sabre
  • Strong background and understanding of all aspects of fares, with ability to decipher fare sheets and rules quickly and accurately
  • Proven customer service experience
  • Self-motivated and proactive in expanding own knowledge and skill set
  • Fares & Ticketing I and II
  • GDS trained
  • Mathematical skills

Additional Information:

Job Posted:
December 09, 2025

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