Description

Key Responsibilities

- Handle inbound/outbound voice interactions with US-based business travellers

- Manage travel bookings (Air, Hotel, Car, Rail) as per client requirements

- Process changes, cancellations, and refunds efficiently

- Provide accurate travel information, policy guidance, and cost-effective solutions

- Ensure high levels of customer satisfaction and adherence to SLAs

- Manage multiple GDS/tools and internal systems effectively

- Handle escalations with professionalism and ownership

- Maintain quality, compliance, and productivity benchmarks

Responsibilities

Analyst

- 12–18 months of experience in travel voice operations

- Basic understanding of travel booking processes and tools (GDS knowledge preferred)

- Good communication skills with ability to interact with US customers

- Customer service orientation and problem-solving skills

Qualifications

Required Skills

- Strong verbal communication skills (neutral accent, fluent English)





- Customer-centric mindset with a “first-time resolution” approach

- Ability to work in a fast-paced, 24x7 environment

- Valuable problem-solving and multitasking abilities

- Familiarity with corporate travel policies and processes

- High attention to detail and accuracy

- Demonstrated ability to manage challenging customer interactions effectively while maintaining professionalism and driving high CSAT outcomes

Language Proficiency Requirement

- Minimum CEF (CEFR) Level: B1–7 or B2-8 (Intermediate to Upper-Intermediate proficiency in English)

- Ability to communicate fluently and confidently with US-based customers

Work Environment

- Work from Office (Gurgaon)

- 24x7 rotational shifts supporting US customers

- Dynamic, performance-driven environment

📌 Executive (Gurugram)
🏢 Leading
📍 Gurugram