EXL—Executive

Job description

Description: - Handle ticket exchanges, reissues, and revalidations as per airline fare rules. - Interpret and apply fare rules, penalties, no-show conditions, and change restrictions. - Calculate fare difference (add-collect) and applicable change fees accurately. - Process voluntary and involuntary exchanges based on airline guidelines. - Review and action backend queues within defined SLAs. - Coordinate with internal teams for escalations and special cases. - Ensure correct handling of taxes, EMDs, and form of payment (FOP) during exchanges. - Maintain SLA/TAT compliance for all assigned tickets. - Maintain accurate documentation and ticket history notes. - Adhere to SOPs, compliance, and quality standards. - Provide proper shift handover for seamless 24x7 operations. Requirements: Required Skills & Qualifications: - Graduate / Undergraduate (any discipline). - 0–3 years of experience in backend operations, ticketing, or support roles. - Good written communication skills. - Strong attention to detail and documentation accuracy. - Ability to work in rotational shifts including nights, weekends, and holidays. - Willingness to work from office in a 24x7 environment. Responsibilities: - Handle ticket exchanges, reissues, and revalidations as per airline fare rules. - Interpret and apply fare rules, penalties, no-show conditions, and change restrictions. - Calculate fare difference (add-collect) and applicable change fees accurately. - Process voluntary and involuntary exchanges based on airline guidelines. - Review and action backend queues within defined SLAs. - Coordinate with internal teams for escalations and special cases. - Ensure correct handling of taxes, EMDs, and form of payment (FOP) during exchanges. - Maintain SLA/TAT compliance for all assigned tickets. - Maintain accurate documentation and ticket history notes. - Adhere to SOPs, compliance, and quality standards. - Provide proper shift handover for seamless 24x7 operations.