Executive

EXL ServiceHR, IN4d ago

Full-timevia indeed

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Job Description

Handle inbound/outbound voice interactions with US\-based business travellers
Manage travel bookings (Air, Hotel, Car, Rail) as per client requirements
Process changes, cancellations, and refunds efficiently
Provide accurate travel information, policy guidance, and cost\-effective solutions
Ensure high levels of customer satisfaction and adherence to SLAs
Manage multiple GDS/tools and internal systems effectively
Handle escalations with professionalism and ownership
Maintain quality, compliance, and productivity benchmarks

12–18 months of experience in travel voice operations
Basic understanding of travel booking processes and tools (GDS knowledge preferred)
Good communication skills with ability to interact with US customers
Customer service orientation and problem\-solving skills

Strong verbal communication skills (neutral accent, fluent English)
Customer\-centric mindset with a “first\-time resolution” approach
Ability to work in a fast\-paced, 24x7 environment
Good problem\-solving and multitasking abilities
Familiarity with corporate travel policies and processes
High attention to detail and accuracy
Demonstrated ability to manage challenging customer interactions effectively while maintaining professionalism and driving high CSAT outcomes

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