Refunds Agent

Operations - Cape Town, South Africa

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Your Key Responsibilities

Refund and Reissues

  • Responsible for all refunds processes for the business - process all refund related queries with all departments and responsible for all claims and processing thereof;
  • Processing refunds accurately according to the IATA fare rules;
  • Accurately quoting and processing all refund requests;
  • Offer excellent customer service;
  • Respond to all relevant inbound and outbound calls and Skype / Slack as required;
  • Respond and action all relevant email correspondence with customers / airlines;
  • Accurate completion of all invoicing and all other administrative responsibilities; and
  • Analyze & solve issues
  • Efficient and accurate data capturing for all refunds and claims reporting


  • Assessment and processing of all claims related queries;
  • Accurate creation of credit invoices for claims; and
  • Maintenance of all claims and invoicing documentation for auditing purposes


  • Other duties consistent and within the scope of the position.

Technical Skill Requirements

  • Efficient working knowledge of Amadeus, Fares, BSP and all invoicing systems;
  • Knowledge of Galileo would be advantageous;
  • Minimum two years travel industry experience;
  • Fluent English (written and verbal) essential; and
  • Good working knowledge of Excel.

Personal Competency Requirements

  • Time management;
  • Ability to follow set procedures;
  • Communication skills – verbal and written;
  • Listening skills;
  • Being able to multitask;
  • Diligent;
  • Attention to detail;
  • Accuracy;
  • Level of urgency;
  • Self motivated;
  • Proactive with a positive approach; and
  • Honesty

To apply for this awesome opportunity please send us your CV (maximum 3 pages), to:
When Applying - It is a real "plus" if you send us a 3min MAX video recording of who you are, why you are the best candidate for the role and why you are interested in the role!’

Please include a copy of your academic certificate and transcript (marks). The reference for this opportunity is “Refunds Agent” please insert this into the subject line of your email application.
Any applicants not meeting the minimum requirements will not receive a response. Please note that we reserve to right to amend, freeze the role or not hire. The final appointment will be at the discretion of Travelstart. Good luck!

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