Team Lead – Refunds

About the role

The Team Lead – Refunds will manage a group of travel agents handling refund requests, ensuring high‑quality service and compliance with SLA targets. You will act as the bridge between the team, other departments, and senior management.

Key responsibilities

• Monitor assigned queues, ensure SLA compliance and daily schedule planning.
• Provide coaching, feedback and performance evaluations for team members.
• Facilitate problem‑solving, escalation handling and cross‑functional communication.
• Generate daily, weekly and monthly reports on team performance and KPI trends.
• Maintain a trustworthy, collaborative environment and celebrate achievements.

Required profile

• Minimum 2 years of experience leading a team in a customer‑service setting.
• Hands‑on experience with GDS tools (e.g., Amadeus, Sabre) and refund processes.
• Strong written and verbal English communication skills.
• Ability to work rotational 24/7 shifts, including nights and weekends.
• Experience letters from the last two employers are mandatory.

Required skills

• Amadeus GDS
• Sabre GDS
• Refunds processing in GDS & BSP
• Understanding of voluntary and involuntary refund rules and fare regulations