Key Responsibilities
Process refund requests and handling other customer queries, ensuring accuracy and compliance with company policies.
Review and verify refund eligibility based on fare rules, cancellation policies, and applicable penalties.
Coordinate with other relevant department and customers to resolve refund-related queries and grievance.
Ensure timely processing of refunds and resolving the grievance through internal stakeholder.
Maintain accurate records of refund transactions and generate reports as required.
Handle escalations and disputes related to refunds and provide appropriate resolutions.
Stay updated on airline policies, industry regulations, and DGCA guidelines.
Assist in improving refund processes and handling the customer queries within the TAT for better efficiency and customer satisfaction.