Job Description

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