Senior Executive

Key Responsibilities

• Handle complex and escalated customer interactions related to Air, Hotel, Car, Rail, exchanges, refunds, and policy exceptions 
• Provide expert guidance on fare rules, ticketing, exchanges, refunds, and complex itineraries 
• Ensure first‑time resolution while maintaining customer satisfaction and SLAs 
• Act as the point of contact for critical cases, high‑value travellers, and policy interpretations
• Ensure strict adherence to client travel policies, SOPs, and compliance guidelines 
• Support quality audits, error analysis, and root cause identification 
• Drive reduction in errors, rework, write‑offs, and customer complaints 
• Identify process gaps and recommend continuous improvement opportunities
• Provide real‑time floor support to analysts and senior analysts 
• Mentor and coach team members on process updates, best practices, and complex scenarios 
• Support new joiner ramp‑up, shadow sessions, and on‑the‑job learning 
• Share updates related to policy changes, vendor rules, and system enhancements

Responsibilities

• SME

  • 3–5 years of experience in Travel Voice Operations supporting US corporate travellers 
  • Prior experience as Senior Analyst / SME / Escalation Desk preferred
  • Strong hands‑on expertise in Air, Hotel, Car, Rail bookings, exchanges, cancellations, and refunds 
  • Excellent understanding of corporate travel policies and fare rules 
  • Proficiency in GDS systems such as Sabre / Amadeus / Galileo (preferred)

Qualifications

• Required Skills

  • Strong verbal communication with clear, confident US‑customer interaction skills 
  • Excellent problem‑solving and decision‑making ability 
  • High attention to detail and accuracy 
  • Ability to manage pressure situations and time‑sensitive escalations 
  • Coaching and mentoring mindset 
  • Strong ownership, accountability, and customer‑first approach

  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