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Senior Executive at EXL Talent Acquisition Team

, , India -

Full Time

Start Date

Immediate

Expiry Date

24 Aug, 26

Salary

0.0

Posted On

26 May, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Interaction, Fare Rules, Ticketing, Refunds, SLA Management, Quality Audits, Root Cause Analysis, Mentoring, Coaching, Problem Solving, Decision Making, English Communication, Process Improvement, Compliance, Escalation Management, Attention To Detail

Industry

Business Consulting and Services

Description

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

Act as a Subject Matter Expert for Travel Voice Operations, handling complex customer interactions and escalations for US-based business travelers. Provide guidance, coaching, and floor support to analysts while ensuring adherence to travel policies and SLAs.