Global Refund Associate

1 week ago

Singapore Singapore Airlines Full time

**Key responsibilities include**:
1. Supervision of Manual Refunds Processing
- Review and track manual refunds cases.
- Check accuracy of manual refund calculations, as well as serve as main point to approve / reject refund requests raised.
- Make operational decisions to advise on appropriate handling for escalated Sales Operations cases involving manual refunds.
- Monitor and drive operational performance and case management of Business Process Outsourcing (BPO)

2. Investigation and Sales or Service Recovery
- Conduct and / or support investigation into escalated cases involving manual refunds.
- Provide recommendations or undertake corrective actions / service recovery to resolve escalated cases.
- Track operational performance of refunds and case management issues faced by BPO and provide recommendations to enhance efficiencies

3. Briefing and Coaching of Sales Operations Vendor
- Discuss with relevant stakeholders on latest Manual Refunds policies & processes.
- Walkthrough case studies, review errors and perform training refreshers with Sales Operations vendor staff to ensure compliance with global B2B standards

**Requirements**:

- Diploma in any discipline
- Relevant experience in customer service, hospitality/airline industry or equivalent
- Able to perform airline refund calculations
- Familiar with B2B Sales Operations processes in aviation industry
- Experience in reservation & ticketing systems

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