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Senior Associate - Central Agency Refunds and ADM Support (Gurugram, HO) en Air India: Book Domestic & International Non-Stop Direct Flights

Air India: Book Domestic & International Non-Stop Direct Flights · Gurugram, Indien · Onsite

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Position Title:

Senior Associate - Central Agency Refunds & ADM Support

Job Code:

-

Grade:

E2

Function:

Commercial

Location:

Gurugram

Reports to:

Manager - Agency Refunds & ADMs

 

Role Level:

Senior Associate

  1. Job Purpose
  • Support the Lead Agency Refunds and ADMs in managing and facilitating the agency refund process and Agent Debit Memos
  1. Key Accountabilities
  • Handle refund requests from travel agencies promptly and accurately.
  • Verify the eligibility of refund requests based on company policies and regulatory requirements.
  • Process refunds through the central agency system or relevant platforms in accordance with established procedures.
  • Ensure all refund-related records are accurate, up-to-date, and easily accessible for auditing purposes.
  • Generate reports on refund activities and trends as required.
  • Serve as the primary point of contact for travel agencies regarding refund inquiries and assistance.
  • Provide timely and professional responses to inquiries via email, phone, or other communication channels.
  • Assist travel agencies in understanding refund policies, procedures, and requirements.
  • Investigate and resolve any issues or discrepancies related to refund requests in collaboration with relevant departments.
  • Address concerns or complaints from travel agencies regarding refund processing in a proactive and customer-focused manner.
  • Ensure compliance with industry regulations, including those set forth by regulatory bodies and central agencies.
  • Stay updated on changes to refund policies, regulations, and industry best practices.

Any other additional responsibility could be assigned to the role holder from time to time as a standalone project or regular work. The same would be suitably represented in the Primary responsibilities and agreed between the incumbent, reporting officer and HR.

 

  1. Skills Required for the role

Strong Leadership and Management

Effective Communication and Interpersonal Skills

Proactive Problem-Solving

Customer Service Excellence

Technical Proficiency with Help Desk Software

Data Analysis and Reporting Skills

 

  1. Key Interfaces

Internal Interfaces

Head of Sales Support

  • Directly reports to ensure alignment with overarching sales support strategies.
  • Collaborates on developing strategic initiatives that improve support efficiency.
  • Engages in frequent planning sessions to ensure help desk activities align with broader organizational goals.

External Interfaces

Agency

  • Engages directly to resolve issues and ensure a high level of customer service and satisfaction.
  • Oversees the development and implementation of service standards for customer interactions.
  • Analyses customer feedback to identify patterns and areas for service improvement.

 

  1. Educational and Experience Requirements

Minimum Education Requirement

  • Bachelor’s degree in business administration, Marketing, Sales, or a related field.

 

Minimum Requirement

Desired

Experience

  • 5-6 years of experience in sales, sales support, or related roles
  • 6+ years of experience in sales, sales support, or related roles
  • Prior experience in aviation sector is an advantage.
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