Cancellation & Refund Executive

Department: Cancellation & Refund / CRM

Industry: Real Estate

Experience: 1–3 Years

Location: Koramangala 3rd Block, Bengaluru

Employment Type: Full-Time

Role Overview

We are looking for a Cancellation & Refund Executive to manage customer cancellation and refund requests from initiation to final closure. The role involves handling customer communication, verifying documentation, coordinating with internal departments, tracking case status, and ensuring timely resolution of cancellation and refund cases.

Key Responsibilities

1. Customer Cancellation Requests

• Receive and handle customer requests for booking cancellations professionally and promptly.
• Understand customer concerns and capture cancellation details accurately.

2. Documentation & Case Verification

• Collect and verify required documents for cancellation and refund processing.
• Verify booking details, payment information, and supporting documents.

3. Cancellation & Refund Communication

• Clearly explain the cancellation process, applicable deductions, terms, and refund timelines to customers.
• Ensure customers are kept informed throughout the process.

4. Internal Coordination

• Coordinate with Sales, CRM, Accounts, and Management teams for required information, approvals, and resolutions.
• Ensure all dependencies are followed up on time.

5. Case Tracking & Documentation

• Maintain accurate records of cancellation requests, case status, pending actions, approvals, and closures.
• Update all relevant information in CRM and Excel.

6. Follow-ups & Approvals

• Follow up with concerned departments for pending approvals and documentation.
• Ensure cancellation and refund cases progress within defined timelines.

7. Customer Updates

• Provide regular updates to customers regarding their cancellation and refund status.
• Communicate any delays, requirements, or developments clearly and professionally.

8. Query & Complaint Handling

• Handle customer queries and complaints related to cancellations and refunds.
• Coordinate internally to ensure appropriate and timely resolution.

9. Reports & Records

• Prepare cancellation and refund-related reports and documents.
• Ensure customer records and case details are complete and accurately maintained.

10. Case Closure

• Track every case until the cancellation and refund process is fully completed.
• Ensure all approvals, payments, documentation, and CRM updates are completed before closing the case.

Required Skills

• Excellent verbal and written communication skills.
• Strong customer handling and relationship management skills.
• Excellent follow-up and coordination abilities.
• Basic knowledge of MS Excel and CRM systems.
• Strong attention to detail and documentation skills.
• Ability to manage multiple cases and follow-ups simultaneously.
• Good problem-solving and complaint-handling skills.
• Prior experience in Real Estate, Customer Service, CRM, Cancellation & Refunds, or related roles is preferred.

Core Attributes

Customer Focus | Communication | Follow-up | Accuracy | Coordination | Accountability