EXL

Analyzes business data and runs outsourced operations

Executive

Customer SupportConfirmed live in the last 24 hours

Full-timeGurugram, Haryana, IndiaNo salary listed

Strong verbal communication skills, a neutral accent, and fluent English.
English proficiency at a minimum CEFR level of B1–7 or B2–8, with the ability to communicate fluently and confidently with US-based customers.
A customer-centric mindset and a first-time-resolution approach.
Ability to work in a fast-paced, 24x7 environment.
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 professionally while driving high customer satisfaction outcomes.
For the Analyst role: 12–18 months of experience in travel voice operations.
For the Analyst role: basic understanding of travel booking processes and tools.
For the Analyst role: good communication skills to interact with US customers.
For the Analyst role: customer service orientation and problem-solving skills.

Handle inbound and outbound voice interactions with US-based business travellers.
Manage air, hotel, car, and rail travel bookings according to client requirements.
Process changes, cancellations, and refunds efficiently.
Provide accurate travel information, policy guidance, and cost-effective solutions.
Maintain high customer satisfaction and adhere to service-level agreements.
Use multiple global distribution systems, tools, and internal systems effectively.
Handle escalations professionally and take ownership.
Maintain quality, compliance, and productivity benchmarks.

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

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

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