Senior Executive

EXL · IT Services & Consulting

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

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)

Required Skills

Strong 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

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 communicate fluently and confidently with US-based customers