Cancellation & Refund Manager – Real Estate

Location: Koramangala 3rd Block, Bengaluru, Karnataka

Experience: 4–8 Years

Industry: Real Estate

Department: Cancellation & Refund / Customer Relations

Job Type: Full-time

Job Summary

We are hiring an experienced Cancellation & Refund Manager to manage the complete cancellation and refund lifecycle for real estate customers. The role will be responsible for team management, cancellation case review, refund processing, customer escalations, cross-functional coordination, MIS reporting, TAT management, documentation, and process improvement.

Key Responsibilities

- Lead and supervise the Cancellation & Refund team, allocate cases, monitor productivity, and ensure timely closures.
- Review cancellation requests, booking details, payment records, agreements, and supporting documents.
- Verify refund calculations, deductions, adjustments, applicable charges, and required approvals.
- Coordinate with Sales, CRM, Accounts/Finance, Legal, and Management teams to resolve discrepancies and close cases.
- Handle customer complaints, disputes, escalations, and sensitive cancellation/refund cases professionally.
- Track case ageing, pending approvals, documentation, refunds, and overall TAT from initiation to closure.
- Prepare and maintain MIS reports, trackers, cancellation/refund reports, ageing reports, and team performance reports.
- Ensure accurate documentation, process compliance, internal controls, and proper record maintenance.
- Identify process gaps and implement checklists, trackers, and process improvements to improve accuracy, TAT, efficiency, and customer experience.
- Escalate high-value, disputed,



delayed, or exceptional cases to senior management with complete case details and supporting documents.
- Maintain confidentiality of customer, payment, and financial information.

Candidate Requirements
- 4–8 years of experience in real estate operations, cancellation & refund, CRM, customer relations, or case management.
- Prior experience handling real estate booking cancellation and refund processes is preferred.
- Strong team leadership, delegation, follow-up, and escalation management skills.
- Good understanding of booking agreements, payment records, refund terms, deductions, and adjustments.
- Proficiency in MS Excel, MIS reporting, trackers, and data analysis.
- Excellent communication and customer-handling skills.
- Solid analytical, coordination, problem-solving, and case-management abilities.
- High attention to detail, accuracy, accountability, and process discipline.
- Ability to manage multiple cases and coordinate effectively with cross-functional teams.

Pay: ₹30,000.52 - ₹50,000.79 per month

Application Question(s)

- Do you have hands-on experience in real estate cancellation and refund management? — Yes/No
- How many years of total professional and experience do you have in the real estate industry?

No experience

Less than 2 years

2–4 years

4+ years

- Have you handled end-to-end cancellation and refund processes, including document verification, refund calculation, approvals, and closure?

Yes No
- Have you prepared MIS reports related to cancellations, refunds, pending cases, ageing, TAT, approvals, or team performance?

Yes No

Work Location: In person

📌 Cancellation & Refund Manager – Real Estate (Bengaluru)
🏢 suma hegde ck
📍 Bengaluru