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 new joiner ramp‑up, shadow sessions, and on‑the‑job learning
* Share updates related to policy changes, vendor rules, and system
enhancements
RESPONSIBILITIES
SME
* 3–5 years of experience in Travel Voice Operations supporting US corporate
travellers
* Prior experience as Senior Analyst / SME / Escalation Desk preferred
* Strong hands‑on expertise in Air, Hotel, Car, Rail bookings, exchanges,
cancellations, and refunds
* Excellent understanding of corporate travel policies and fare rules
* Proficiency in GDS systems such as Sabre / Amadeus / Galileo (preferred)
QUALIFICATIONS
Required Skills
* Strong verbal communication with explicit, confident US‑customer interaction
skills
* Excellent problem‑solving and decision‑making ability
* High attention to detail and accuracy
* Ability to manage pressure situations and time‑sensitive escalations
* Coaching and mentoring mindset
* Strong ownership, accountability, and customer‑first approach
Language Proficiency Requirement
* Minimum CEF (CEFR) Level: B1–7 or B2-8 (Intermediate to Upper-Intermediate
proficiency in English)
* Ability to c
📌 Senior Executive (Gurugram)
🏢 EXL
📍 Gurugram