Executive

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 Analyst 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