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Senior Executive

EXL·Gurugram

Pay not stated3–5 yrsFull-time
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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

  • 3–5 yrs of experience
  • Customer handling
  • Escalation handling
  • SOP writing
  • Problem solving
  • Any graduate

Good to have

  • Travel booking

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