Refund Specialist

Job description

Tego Group, headquartered in the UK, is at the forefront of innovation, delivering cutting-edge embedded solutions to global travel companies.

We officially opened our Cebu office and have been hiring locally for the past couple of months. We're proud to have already built a strong core team here – a group of talented, motivated individuals who are genuinely excited to welcome new teammates into a supportive and high-energy environment. We've already hired several amazing individuals, and now looking for a couple more to join the team.

Our mission To help our partners elevate their customer experience and unlock new revenue opportunities. We're a young & ambitious company based in the UK and we've just opened our first office in Cebu – come join us!

This is your chance to join our dynamic and rapidly growing global Refund Specialist Team, where you'll be part of an enterprising, fast-paced startup that's already making waves in the industry.

Founded in 2024, we're proud to be working with some of the biggest names in travel – and we're just getting started. With exponential growth on the horizon, this is a rare opportunity to grow alongside a company that's expanding at a global scale.

In 2025, we're opening several new international offices, starting with Cebu, and we're searching for driven, talented individuals to help us make it a success.

As part of our team, you'll have the chance to travel internationally – whether it's to meet with clients, attend industry-leading conferences, or join us at our annual company retreat.

As our team is still relatively small, you'll work directly alongside our founders and senior directors, gaining invaluable insights and experience.

If you're ready to be part of an extraordinary journey, shape the future of global travel, and thrive in a culture of collaboration and growth, we want to hear from you.

About The Job

As a Refund Specialist at Tego Group, your core responsibility will be to manage and resolve refund enquiries for passengers that are no longer able to travel. You will serve as the first point of contact for customers seeking information, clarifications, or support regarding refunds – making you a key player in shaping the overall customer experience.

This role requires someone who is both customer-obsessed and detail-oriented, capable of handling a high volume of queries with accuracy, empathy, and professionalism. Whether it's answering questions about the refund journey, guiding users through the refund process, or investigating complex cases, you'll be the voice of the product and the bridge between the customer and our internal teams.

You'll be working closely with our Operations and Sales teams to deliver an outstanding experience and uphold the integrity of our refund operations.

Key Responsibilities:

• Serve as the primary point of contact for all customer inquiries, primarily refund requests.

• Provide clear, prompt, and professional responses across email.

• Investigate and resolve refund cases in a timely and fair manner, in accordance with company policies.

• Maintain a comprehensive and accurate log of all interactions using our CRM and support tools.

• Collaborate with Operations and Sales teams to escalate complex cases, gather feedback, and suggest improvements.

• Identify recurring customer concerns or product issues and provide insights to help enhance the refund process.

• Continuously stay up to date with any changes to product terms, features, or processes.

• Maintain service-level agreements (SLAs) and ensure customer satisfaction metrics are met or exceeded.

Why Join Tego

Unparalleled Growth Opportunities: Be part of a company experiencing aggressive global expansion, with opportunities to take on greater responsibilities and progress in your career.

Great Hours & Holidays: 9am-5pm Monday to Friday and 35 days of paid holidays per year

International Travel: You may travel overseas to meet clients, attend leading industry conferences, or participate in our annual company retreat.

Learn from the Best: Work closely with our founders and senior directors, gaining hands-on experience and valuable mentorship.

Dynamic Environment: Experience the thrill of working in a fast-paced startup where your contributions will make a direct impact.

Customer-Centric Mission: Play a direct role in creating positive experiences for users by delivering timely and compassionate support.

Desired Skills

We're looking for someone who thrives on helping others and is confident in managing both routine questions and challenging conversations. The ideal candidate will have:

• Exceptional Communication Skills: A clear, warm, and confident communicator who can simplify complex information for customers.

• Customer Service Experience: Background in a customer-facing or support role, ideally with experience handling complaints or inquiries.

• Empathy and Patience: A customer-first mindset with the ability to stay calm and reassuring even in difficult situations.

• Detail-Oriented Approach: Meticulous in documenting cases and following through with resolutions.

• Problem-Solving Ability: Capable of assessing cases quickly and determining fair outcomes within policy guidelines.

• Organisational Skills: Able to prioritise multiple conversations and tasks effectively without missing a beat.

• Tech-Savvy: Comfortable using CRM systems, support ticket platforms, and internal knowledge bases.

• Team-Oriented: Willing to share insights and support teammates in creating consistent customer experiences.

• Resilient and Proactive: Takes ownership of customer issues and follows through to resolution.