Job Description

• Department:  Commercial
• Reports to: Lead, Ticketing and Reservation
• Location:  Accra

• Review and respond to all refund requests
• Ensure all refund application forms are correctly filled out and the necessary photo ID’s attached
• Identify potential risks of refund fraud
• Keep abreast with ticketing fare rules
• Meet work standards by following quality and customer-service standards, resolving problems and Identifying work process improvements
• Generate accurate refund report for managerial briefing
• Ensure the laid down processes are adhered to and suggest input for review of procedures
• Handle customer feedback, enquiries and complaints with professionalism
• Perform follow-ups on payment of refunds with finance department to ensure refund process has been completed
• Proactively communicate with the customer service desk
• Track refund request complaints to resolve outstanding issues
• Maintain accurate records of refund requests on the refund verification sheet
• Ensure refunds are processed within the stipulated time frame

Required Skills or Experience

• Ability to effectively prioritize tasks in a high-pressure environment
• Effective oral, electronic and written communication at all levels of the organization
• Ability to document processes, procedures and results
• Experience with working in a team-oriented, collaborative environment
• Experience conducting staff training
• Self-motivated and ability to work under pressure

Qualification & Experience Requirements

• Knowledge of Radixx
• A bachelor degree from a recognized University
• An IATA Diploma in Airline ticketing and reservation will be an advantage
• Knowledge in ticketing functions; reservation, issuing, modifications and refunds
• Ability to look for deficiencies that may not be obvious
• Good communication and analytical skills
• High degree of integrity and confidentiality
• Self- motivated, proactive and highly organised
• Numerical competence
• A team player with interpersonal skills
• Excellent verbal and written skills