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Posted 20 May, 2026

Executive

ExlService Holdings, Inc.
Gurugram, Haryana, India Full Time
Reference: 218_689623_13419

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
EXL (NASDAQ: EXLS) is a leading data analytics and digital operations and solutions company. We partner with clients using a data and AI-led approach to reinvent business models, drive better business outcomes and unlock growth with speed. EXL harnesses the power of data, analytics, AI, and deep industry knowledge to transform operations for the world's leading corporations in industries including insurance, healthcare, banking and financial services, media and retail, among others. EXL was founded in 1999 with the core values of innovation, collaboration, excellence, integrity and respect. We are headquartered in New York and have more than 54,000 employees spanning six continents. For more information, visit www.exlservice.com.


EXL never requires or asks for fees/payments or credit card or bank details during any phase of the recruitment or hiring process and has not authorized any agencies or partners to collect any fee or payment from prospective candidates. EXL will only extend a job offer after a candidate has gone through a formal interview process with members of EXL's Human Resources team, as well as our hiring managers.
EXL is the indispensable partner for leading businesses in data-led industries such as insurance, banking and financial services, healthcare, retail and logistics. We bring a unique combination of data, advanced analytics, digital technology and industry expertise to help our clients turn data into insights, streamline operations, improve customer experience, and transform their business. Our partnerships with clients are built on a foundation of collaboration - and we've been chosen as a partner by nine of the top ten leading US insurance companies, nine of the top 20 global banks, and six of the top ten US health care payers. We function as one team to make your goals our goals, whether that's unlocking the value of generative AI or embedding analytics into workflows that reduce risk or power your growth. Clients choose EXL as their transformation partner for many reasons. Our geographic diversity make talent all over the world instantly accessible. Digital accelerators enable unmatched speed-to-value, letting you realize results fast. It's our people that truly set us apart, though, including the 1,500 data scientists we have dedicated to our generative AI practice. And our more than twenty years of experience in delivering business services, garnering stellar client references, and maintaining a solid balance sheet are reassuring to our C-suite clients. Find out for yourself why clients, employees, and analysts think we're some of the best in the business. Contact us to see how we can help you achieve your goals.

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

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
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