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