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 

Responsibilities

• 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 

Qualifications

• 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