About the role
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