Refunds Officer - Air Tickets Job at JobABC PTY LTD (Melbourne)

Refunds Officer - Air Tickets

JobABC PTY LTD

Location:
Australia , Melbourne

Category:
Hospitality and Tourism

Contract Type:
Not provided

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