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 

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