Refund Executive

5G-Starlink Pte.; Malacca City; On-site; MYR 27,000 - 45,000; Full time

Job summary

5G-Starlink Pte. is seeking a Refund Specialist to manage guest refund requests in line with company policies. You will verify details, liaise with guests and internal teams, and execute pre-refund steps to support Finance.

Responsibilities include processing the correct refund amount, updating systems, escalating cases when needed, and generating performance reports while ensuring SOP compliance and process improvements across departments.

Qualifications

• Diploma or higher required.
• Proficient in English, both written and spoken.
• Strong communication with stakeholders.

Responsibilities

• Determine if guest is entitled to refund based on company terms and guidelines.
• Communicate with guest and internal departments for refund requests.
• Execute pre-refund processes to support Finance Department.
• Process correct refund amount and update comments in SkySpeed and CSM systems.
• Obtain sufficient refund details via email (e.g. bank details for direct debit).
• Escalate cases to Finance via CSM when needed and handle related inquiries.
• Prepare general reports on team performance and targets.
• Ensure tasks align with SOPs and airline terms and improve processes.

Skills

Stakeholder communication

English communication

Attention to detail

Education

Diploma or higher

Job description

Determine if guest is entitled to refund based on the companys terms and conditions and
guidelines
To communicate with guest and internal departments for refund related requests.
Executing pre-refund processes to support Finance Department.
Process correct amount (blue amount) by deleting flight, reverse fee, update comment in both
SkySpeed and CSM system based on refund request.
Get sufficient details for refund purpose via email(example: bank details if payment done
by direct debit/cash)
Escalate case to Finance via CSM for refund process.
Handling emails and escalated refund cases, questions, and queries from other internal
departments as necessary.
Creating an encouraging work environment.
Documenting general reports on each team members performance and targets as well as
ensuring that they exceed the targets.
To ensure all tasks and transactions are done as accordance with Manual (S.O.P) and/or AirAsias terms and conditions
To improve the operational systems, processes and policies in support of tasks and
functions specifically, support better management reporting, information flow between
Stations, RRC, Preflight, Sales Offices, Ground Operations, Finance, IT and management.
Review and propose revision on SOPs in line with the airline country regulations
Work closely with Customer Care team of different countries on refund cases and refund policies

Requirement:

• Candidate must possess at least a Diploma, Advanced/Higher/Graduate Diploma
• Good command in English both verbal and written.
• Able to communicate well with all levels of stakeholders.

Knowledge in accounting is an added advantage
Developed the skill of able to detect abnormalities within a process or organization and highlighting them to drive for improvements
Full-Time position(s) available.