Refunds Officer - Air Tickets

Ready to say, “Hello” to a new career? 

Helloworld Travel currently employs people across Australia, New Zealand, Fiji and Greece. Through this talented group of people, the company supports an extensive network of travel agencies.

Working at Helloworld Travel is dynamic, fast-paced and rewarding. Whether you work in retail, wholesale, shared services, tour operations, logistics, our DMC brands, or air tickets consolidation, you will be supporting a business whose goal is to make sure our customer's travel journeys are memorable. 

About the Role:

As a Refund Officer at Air Tickets, Australia’s leading travel consolidation company, you will play a key role in managing customer refunds, ensuring accuracy, timelines and compliance with industry standards.

This role requires specialist knowledge of airfares and airlines refund policies as well as the ability to assist travel agents in interpreting fare rulings and refunds procedures.  

Drawing on your specialist knowledge and skills you will calculate and process refunds on all types of airline documentation.

What you’re accountable for?   

• Provide strong knowledge and support of fares rules to our customers.
• Determine if customer is entitled to refund based on airline terms and conditions and guidelines
• Verify exact nature of cancellation request – full, partial sector, split pax, amended, no show, full refund. Exception cases like visa rejection, medical and death cases
• Ensure all refunds comply with IATA regulations, airline fare rules and internal company policies.
• Follow up (call and email) with airlines for pending refunds where required
• Provide end-to-end support to our agent customers when it comes to actioning a refund
• Communicate clearly and effectively with airlines / GDS partners
• Maintain agreed SLA with 100% compliance to quality and volumes processed
• Respond to agent queries via both telephone and email
• Maintain a personal productivity of refunds processed per week and as per company expectations.

Qualifications & Experience

• Knowledge and experience with 2 or more GDS systems such as Amadeus, Galileo and Sabre.
• Strong background and understanding of all aspects of fares,  with ability to decipher fare sheets and rules quickly and accurately
• Proven customer service experience 
• Self-motivated and proactive in expanding own knowledge and skill set.
• Fares & Ticketing I and II
• GDS trained
• Mathematical skills

Other Considerations

You may be required to travel interstate and overseas from time to time and provide support and advice to parts of the world outside your time zone.

Helloworld Travel is an equal employment opportunity employer and does not tolerate workplace discrimination, bullying or harassment. You will be subject to and comply with company policy to ensure we promote a harmonious work environment.