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