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Refunds Officer - Customer Service - South Brisbane, QLD

  • Queensland, QLD, Australia
  • Flight Centre
  • Full time


Refunds Officer – Customer Service 

As a Refunds Officer in the Centralised Refunds Team, you will be responsible for auditing the validity and accuracy of refunds, communicating with key stakeholders, ensuring timely processing of refunds to our customers across multiple forms of payment, and working cohesively with your team.  

Refunds are a crucial element of the customer experience; in the event our customers cannot travel we want to provide them with a refund or credit in a timely manner to ensure they remain Flight Centre customers for life.  

This role requires you to have a high attention to detail, accuracy, independence, and a diligent work ethic. A flexible can-do attitude, strong teamwork and time management skills, and an ability to adapt in a fast-paced ever-changing environment is a must to succeed in this role. 

You will be: 

  • Reviewing, approving and processing customer refunds and credits 
  • Reviewing and auditing refunds owed to customers to ensure accuracy and validity  
  • Ensuring funds have been received from the supplier  
  • Managing exceptions and errors for rejected refunds  
  • Uploading refund payments to centralised payment platforms  
  • Communicating with consultants, responding to queries and assisting with troubleshooting  
  • Maintaining and updating system information  
  • Attending and contributing to team meetings  
  • Providing support and guidance to other team members  
  • Looking after ad-hoc projects as required 

All about you: 

  • 2+ years of experience working in a similar role or role requiring structured process flows and financial management  
  • Basic computer knowledge including Windows, MS Word and MS Excel  
  • Ability to prioritise and manage multiple responsibilities  
  • High degree of professionalism  
  • Excellent communication and customer service skills  
  • Team player  
  • High level of ownership  
  • High attention to detail 


  • Travel and Accommodation discounts, in-house financial and health services, access to internal 24/7 gym and End-of-Trip Facility 
  • Ongoing training and professional development 
  • Flexible working environment, with WFH options available 
  • Brightness Of Future: Employees have the right to see a clear pathway to achieving career ambitions, and promotion and transfers from within are our preference 
  • Global career opportunities in a network of brands and businesses 
  • Proud Corporate Social Responsibility platform through the Flight Centre Foundation, Responsible Travel Charter, and Brighter Futures programs 
  • Opportunity to attend various functions, and Awards Nights (Global Gathering 2023 in Bali) 
  • Find our full list of benefits here: 

Who we are   

We do things a little differently around here. We do things the FCTG Way.    

We have a unique culture and an irreverent DNA based on a proven mix of ideas, values, and ways of working that have helped shape our business over the past 40+ years.    
Across all our brands, we take our business seriously but not ourselves. We take leaps of faith, have trust in our teams and work collaboratively and take ownership of our business to achieve our goals.    
Our spirit of egalitarianism, irreverence and ownership defines the way we behave.  These are the three shared values that we place above all others. They help us make informed decisions and solidify our company culture. That’s the FCTG Way   


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