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 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) 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