Senior Executive

Job details

Job 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: 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