Executive
GurugramFull-time20–30 yrsPosted 2 weeks ago
Leadership customer support role at EXL in Gurugram. Needs 20+ years and a degree.
About the role
Handle ticket exchanges, reissues, and revalidations as per airline fare rules. Interpret and apply fare rules, penalties, no-show conditions, and change restrictions. Calculate fare difference (add-collect) and applicable change fees accurately. Process voluntary and involuntary exchanges based on airline guidelines.
What you'll do
- Handle ticket exchanges, reissues, and revalidations as per airline fare rules
- Calculate fare difference (add-collect) and applicable change fees accurately
- Process voluntary and involuntary exchanges based on airline guidelines
- Review and action backend queues within defined SLAs
- Coordinate with internal teams for escalations and special cases
What you need
- LLMs
- Financial statements
- Communication
- Escalation handling
- SOP writing