Refund Process Advisor Ref. No: 7716

Lufthansa Group Business Services is a 100 per cent Lufthansa subsidiary. We offer shared services worldwide for the entire Lufthansa Group in the areas of Finance, Business Intelligence & Transformation, Human Resources, Procurement and IT, which we provide or manage ourselves.

It’s our goal to harmonize and standardize processes and to continuously make them more efficient and effective. We see ourselves as pioneers in digitization, as well as in the use and distribution of the latest technologies, for example in business process automation.

As an internationally operating company, LGBS is represented at locations in Frankfurt, Hamburg, Krakow, Manila and Mexico City and manages BPO providers in Germany and abroad. With the global network of foreign representatives of the Lufthansa Group's field organization, we are also locally anchored and active worldwide.

Region: Kraków, małopolskie

Requirements:

• Experience in sales and customer service areas
• Experience in revenue accounting or refund processes would be an asset
• Very good command of English (min. B2)
• Strong time management, multitasking and organizational skills
• Communication skills
• Flexibility
• Analytical way of thinking
• Positive mindset and attitude
• Continuous improvement skills

Responsibilities:

The Advisor in Refund Competence Center is responsible for processing refund transaction and providing daily expertise support from his/her area of responsibility according to the customer’s instructions on daily basis, within given deadlines. Taking care of customer satisfaction, assuring the best quality and timely answers. Participation in dedicated training, engaging in everyday tasks, team activities and process improvements. Thanks to broad range of activities you may constant develop your skills.

• Performs daily expertise support in term of verification, calculation and authorization of Refund Requests and Refund Inquires for external provider and customers
• Authorization of bank account payment
• Direct, e-mail communication with Travel Agents, Other Airlines and other company departments in case of missing information
• Performs the internal quality check
• Clarification of Refund-Special cases
• Quality check for transactions processed by External Provider
• Extraction & processing of data from various Revenue Accounting systems
• Data Interpretation & Analysis
• Makes sure that in his/her area of responsibility the accepted service level with regard to timeliness and accuracy of the accounting data processing is maintained
• Keep up to date Country Specification/Process Description for assigned areas of responsibilities
• Performs the internal audits tasks according to internal control system
• Contacts directly with customers, external providers, independently handles of incoming/outgoing communication verbal & written via email and/or TrackSpace within agreed deadline
• Handles escalations on operational level (SLA- delays in reply; quality of dispute and replies from refund team)
• Initiate and support identified process improvements

We offer:

• An international working environment
• Great atmosphere in a positive team
• Trainings and possibility of professional development
• Private medical care for employees and their family members
• Flexible working time and place adjusted to employee’s needs. Possibility of starting your workday between 07:00 and 10:00
• Possibility to fulfil a dream about far journeys with attractive discounts for air tickets