Senior Executive
GurugramFull-time3–5 yrsPosted 2 weeks ago
Mid-level customer support role at EXL in Gurugram. Needs 3–5 years.
About the role
Senior Executive at EXL. Handle complex and escalated customer interactions related to Air, Hotel, Car, Rail, exchanges, refunds, and policy exceptions.
What you'll do
- 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
What you need
- Customer handling
- Escalation handling
- SOP writing
- Problem solving
Good to have
- Travel booking