Key Responsibilities

* Handle complex and escalated customer interactions related to Air, Hotel,
Car, Rail, exchanges, refunds, and policy exceptions
* Provide expert guidance on fare rules, ticketing, exchanges, refunds, and
complex itineraries
* Ensure first‑time resolution while maintaining customer satisfaction and
SLAs
* Act as the point of contact for critical cases, high‑value travellers, and
policy interpretations
* Ensure strict adherence to client travel policies, SOPs, and compliance
guidelines
* Support quality audits, error analysis, and root cause identification
* Drive reduction in errors, rework, write‑offs, and customer complaints
* Identify process gaps and recommend continuous improvement opportunities
* Provide real‑time floor support to analysts and senior analysts
* Mentor and coach team members on process updates, best practices, and complex
scenarios
* Support recent joiner ramp‑up, shadow sessions, and on‑the‑job learning
* Share updates related to policy changes, vendor rules, and system
enhancements

📌 Senior Executive (Gurugram)
🏢 EXL
📍 Gurugram