Assistant Manager, Refund

Job Description

• Refund Processing & Oversight
• Supervise and assist the refund team in processing refund requests accurately and promptly.
• Verify refund eligibility based on company policies and customer agreements.
• Ensure refunds are processed via correct payment methods (credit card, bank transfer, store credit, etc.).
• Team Management
• Train, mentor, and evaluate refund specialists.
• Assign tasks and monitor team productivity to meet deadlines.
• Address and resolve escalated customer or staff concerns.
• Compliance & Reporting
• Ensure compliance with financial regulations.
• Maintain records of refund transactions for audits and reconciliation.
• Prepare reports on refund trends, disputes, and processing times for management.
• Process Improvement
• Identify inefficiencies in the refund process and propose solutions.
• Collaborate with IT or finance teams to automate/streamline workflows.
• Update refund policies in line with industry best practices.
• Customer Communication
• Handle complex refund disputes and negotiate resolutions.
• Liaise with accounting, customer service, and third-party vendors (e.g., payment processors).
• Respond to customer inquiries regarding refund statuses.
  
  

We are all different - one talent to another - that is how we rely on our differences. At AirAsia, you will be treated fairly and given all chances to be your best.We are committed to creating a diverse work environment and are proud to be an equal opportunity employer.

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