Executive at Exl in Gurugram, Haryana, India

Executive

Location: Gurugram, Haryana, India

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