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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

SME
3–5 years of experience in Travel Voice Operations supporting US corporate travellers
Prior experience as Senior Analyst / SME / Escalation Desk preferred
Solid 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)

Required Skills
Solid verbal communication with clear, 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
Robust 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 communicate fluently and confidently with US-based customers

📌 Senior Executive Gurugram (India)
🏢 EXL
📍 India