Job Description

Key Responsibilities

• Handle inbound/outbound voice interactions with US-based business travellers
• Manage travel bookings (Air, Hotel, Car, Rail) as per client requirements
• Process changes, cancellations, and refunds efficiently
• Provide accurate travel information, policy guidance, and cost-effective solutions
• Ensure high levels of customer satisfaction and adherence to SLAs
• Manage multiple GDS/tools and internal systems effectively
• Handle escalations with professionalism and ownership
• Maintain quality, compliance, and productivity benchmarks

Analyst

• 12–18 months of experience in travel voice operations
• Basic understanding of travel booking processes and tools (GDS knowledge preferred)
• Good communication skills with ability to interact with US customers
• Customer service orientation and problem-solving skills

Required Skills

• Strong verbal communication skills (neutral accent, fluent English)
• Customer-centric mindset with a “first-time resolution” approach
• Ability to work in a fast-paced, 24x7 environment
• Good problem-solving and multitasking abilities
• Familiarity with corporate travel policies and processes
• High attention to detail and accuracy
• Demonstrated ability to manage challenging customer interactions effectively while maintaining professionalism and driving high CSAT outcomes

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

Work Environment

• Work from Office (Gurgaon)
• 24x7 rotational shifts supporting US customers
• Dynamic, performance-driven environment

EXL (NASDAQ: EXLS) is a leading data analytics and digital operations and solutions company. We partner with clients using a data and AI-led approach to reinvent business models, drive better business outcomes and unlock growth with speed. EXL harnesses the power of data, analytics, AI, and deep industry knowledge to transform operations for the world’s leading corporations in industries including insurance, healthcare, banking and financial services, media and retail, among others. EXL was founded in 1999 with the core values of innovation, collaboration, excellence, integrity and respect. We are headquartered in New York and have more than 54,000 employees spanning six continents. For more information, visit www.exlservice.com EXL never requires or asks for fees/payments or credit card or bank details during any phase of the recruitment or hiring process and has not authorized any agencies or partners to collect any fee or payment from prospective candidates. EXL will only extend a job offer after a candidate has gone through a formal interview process with members of EXL’s Human Resources team, as well as our hiring managers.