EXL—Senior Executive

Job description

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