EXL

Analyzes business data and runs outsourced operations

Real Time Analyst

Customer SupportConfirmed live in the last 24 hours

Full-timePasay, Metro Manila, PhilippinesNo salary listedIn-person

About the Job

Requirements

Requires 1 to 2 years of recent travel services experience; corporate travel experience is preferred.
GDS experience is required; Sabre/Apollo is preferred.
Requires extensive knowledge of U.S. domestic travel, business travel destinations, and geography.
Requires internet and website knowledge, call center experience, and the ability to provide superior client service.
Requires the ability to work under pressure and multitask while maintaining professional rapport with clients.
Requires strong consultative skills, decisive problem-solving skills, and the ability to use the internet effectively.
Requires the ability to work flexible shifts.
Requires active listening, including recognizing and addressing client objectives and needs, probing for information, minimizing repetition, and reflective listening.
Requires recognizing and appropriately addressing cultural context, including terminology, abbreviations, Americanisms, cultural references, and the client's state of mind.
Requires call control, including directing calls and transitioning between topics.
Requires full familiarity with the travel booking process, applicable client travel policies, and client operating procedures.
Requires multitasking, including simultaneous screen navigation, talking and typing, and anticipating upcoming screen or data elements during conversations.
Requires experience with PC learning and self-directed training.
Requires the ability to perform in a team environment.

Responsibilities

Support requests via phone, email, and chat, including changes to existing reservations such as ticket reissuance and cancellations.
Provide support for existing online bookings for air, hotel, car, and rail, including non-GDS changes and cancellations.
Use Sabre/Apollo GDS systems and other assigned tools to complete PNR changes.
Make outbound calls to vendors and customers as required.
Create new PNRs for new bookings.
Offer cost-effective travel alternatives to travelers or travel arrangers as approved and communicated by the applicable client in advance.

Desired Qualifications

Corporate travel services experience is preferred.
Sabre/Apollo GDS proficiency is preferred.

This role involves supporting requests via phone, email, and chat, including changes to reservations, utilizing Sabre/Apollo GDS systems, making outbound calls, and offering cost-effective travel alternatives. Requires 1-2 years travel services experience, GDS proficiency, US domestic travel knowledge, internet skills, and the ability to multitask under pressure while providing superior client service.

This position requires a minimum of 1 to 2 years recent travel services experience (Corporate Preferred)
GDS experience required – Sabre/Apollo is preferred
Extensive US domestic knowledge of travel industry, business travel destination and geography
Internet/Website knowledge, call center experience and the ability to provide superior Client service
Ability to work under pressure and effectively multi-task while maintaining professional rapport with clients
Must possess strong consultative skills, decisive and successful problem solving skills, excellent written and verbal communication skills and the ability to use the internet effectively
Candidate must be self-motivated and have the ability to perform in a team environment
The ability to work flexible shifts is essential
Soft skills required
Active listening (e.g., recognizing and addressing Client objectives and needs, probing and information, minimizing repetition, reflective listening, etc.)
Recognizing and appropriately addressing cultural context (e.g., terminology, abbreviations, “Americanisms,” culture references, Client’s state of mind, etc.)
Call control (e.g., call direction, transitioning, etc.)
Must be fully conversant with the travel booking process, the applicable Client Travel Policies and the operating procedure of the Clients
Multitasking (e.g., simultaneous screen navigation, talk and type, anticipating upcoming screen/data elements for next item in conversation, etc.)
Experience with PC learning and self-directed training

Ability to support requests via phone, email, chat which includes
Making changes to existing reservations (ticket reissuance & cancellations)
Providing support on any existing online bookings – air, hotel, car, rail & non-GDS changes & cancellations
Utilization of Sabre/Apollo GDS systems & other assigned tools required when completing PNR changes
Making outbound calls to vendors and customers as required
Creating new PNRs for fresh bookings
Offer cost effective travel alternatives to Travelers or Travel Arrangers as approved and communicated by the applicable Client in advance

About the Company

EXL

Analyzes business data and runs outsourced operations

EXL analyzes business data and runs outsourced operations for insurers, healthcare payers, banks, retailers, and other large organizations. Its teams combine industry expertise with data engineering and AI to handle tasks such as claims processing, payment reviews, customer service, and finance within existing technology environments. The company also builds software, including LifePRO, which manages insurance policies, and EXLdata.ai, which connects fragmented data for use in AI systems. Clients pay for consulting projects, ongoing managed services, and software delivered through the cloud. EXL was founded in 1999 and is headquartered in New York City.

Company size: 10,001+
Company stage: IPO
Headquarters: New York City, New York
Founded: 1999

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