Cancellation & Refund Manager

Department: Cancellation & Refund / Customer Relations

Industry: Real Estate

Experience: 4–8 Years

Location: Koramangala 3rd Block, Bengaluru

Role Overview

We are looking for an experienced Cancellation & Refund Manager to lead and manage the complete cancellation and refund lifecycle for real-estate customers. The role will be responsible for team management, case review, refund processing, customer escalations, cross-functional coordination, MIS reporting, and ensuring timely closure of cases in accordance with company policies and approved processes.

Key Responsibilities

1. Team Management & Supervision

• Lead and supervise the Cancellation & Refund team.
• Allocate cases and monitor team productivity and performance.
• Guide team members on complex cases and ensure timely follow-ups and closures.
• Track individual and team-level pending cases.

2. Cancellation Case Review

• Review cancellation requests and verify booking details, customer records, payment history, agreements, and supporting documents.
• Ensure cancellation requests comply with applicable company policies and terms.
• Identify discrepancies and coordinate with relevant teams for resolution.

3. Refund Process Management

• Review and approve refund cases as per company policies.
• Verify refund calculations, deductions, adjustments, and applicable charges.
• Coordinate for necessary approvals and monitor pending refund payments.
• Ensure accuracy and timely completion of refund processes.

4. Cross-Functional Coordination

• Work closely with Sales, CRM, Accounts, Legal, and Management teams.
• Collect required information and resolve discrepancies related to cancellation and refund cases.
• Coordinate with internal stakeholders to obtain necessary approvals and ensure case closure.

5. Customer Escalation Management

• Handle escalated customer complaints, disputes, and sensitive cancellation or refund cases.
• Communicate clearly and professionally with customers.
• Work towards appropriate resolutions while ensuring compliance with company policies.

6. Timeline & Pending Case Management

• Monitor cases from initiation through final closure.
• Track pending approvals, refunds, and documentation.
• Identify delays and follow up with relevant stakeholders to ensure cases are closed within defined timelines.
• Maintain proper ageing and status tracking of all cases.

7. MIS & Reporting

• Prepare and maintain MIS reports related to:
• Cancellation cases
• Refunds
• Pending cases
• Case ageing
• Approvals
• Deductions and adjustments
• Case closures
• Team performance
• Provide regular reports and updates to management.

8. Documentation & Process Control

• Ensure all cancellation and refund documentation is complete, accurate, and properly verified.
• Maintain systematic records for internal reference, compliance, and audit requirements.
• Ensure adherence to established processes and internal controls.

9. Process Improvement

• Identify gaps and opportunities to improve cancellation and refund processes.
• Develop and maintain checklists, tracking mechanisms, and follow-up processes.
• Improve accuracy, turnaround time, process efficiency, and overall customer experience.

10. Management Reporting & Escalation

• Escalate high-value, disputed, delayed, or exceptional cases to senior management.
• Provide complete case details, current status, relevant documentation, and recommended next steps.
• Ensure critical cases receive timely attention and resolution.

Required Skills

• Strong leadership, team management, delegation, and follow-up skills.
• Excellent communication and customer-handling skills.
• Strong escalation and dispute-management abilities.
• Good understanding of real-estate booking, cancellation, and refund processes.
• Knowledge of agreements, payment records, supporting documents, refund terms, and applicable deductions.
• Proficiency in MS Excel, MIS preparation, tracking sheets, and reporting.
• Strong analytical, coordination, problem-solving, and case-management skills.
• Ability to work effectively with multiple internal stakeholders.
• Ability to handle confidential customer and financial information.
• Strong attention to detail with a focus on accuracy, timelines, and documentation.

Core Competencies

Leadership | Accuracy | Customer Focus | Coordination | Accountability | Process Discipline | Problem Solving | Team Management