Executive
About the Role
We are hiring customer-focused professionals for our Travel Voice Operations team, supporting US-based business travellers. The role involves end-to-end travel management including bookings, changes, cancellations, and refunds across air, hotel, car, and rail services. The ideal candidate should have strong communication skills, hands-on travel domain expertise, and a customer-first mindset.
Key Skills for This Role
Full Job Posting
Key Responsibilities
- 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
Required 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
- 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
- Work Environment
- Work from Office (Gurgaon)
- 24x7 rotational shifts supporting US customers
- Dynamic, performance-driven environment
Responsibilities
- Analyst
Qualifications
- 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
- 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
- Work Environment
- Work from Office (Gurgaon)
- 24x7 rotational shifts supporting US customers
- Dynamic, performance-driven environment
About EXL
EXL is a global data and AI company that provides analytics, digital operations, and industry-specific services to enterprises in insurance, healthcare, banking, retail, media, and energy.
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