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Executive

exl Service.com (India) Private Limited
Gurugram, IND
Full-time
Junior · 1+ years experience
Discovered 3 days ago
Communication

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

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