Senior Executive EXL/SE/1549185

4 days ago

Gurugram, India exl Full time

Job Description The Subject Matter Expert (SME) – Travel will be responsible for providing process expertise, ensuring team competency through regular training and knowledge sharing, managing day-to-day operational queries, and acting as a key point of contact for escalations and communication with internal and external partners. The SME plays a critical role in driving service excellence and maintaining compliance with client and company standards.  Training & Development: Conduct regular training sessions for new hires and existing team members on processes, tools, and client-specific requirements. Prepare and maintain up-to-date training materials, SOPs, and process documentation. Identify skill gaps and implement refresher training programs to ensure consistent service delivery. Operational Support: Provide real-time support to team members on complex travel-related queries and booking scenarios. Act as the first point of contact for issue resolution before escalation to management. Ensure adherence to service level agreements (SLAs) and quality standards. Escalation & Communication: Handle client and internal escalations effectively, ensuring timely and accurate resolution. Liaise with airline, hotel, GDS, and other travel partners for issue resolution and process clarifications. Communicate process updates and policy changes promptly to the team and relevant stakeholders. Process Improvement: Identify recurring issues and recommend process enhancements. Collaborate with cross-functional teams to streamline operations and improve client satisfaction.

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    Gurugram, India exl Full time

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    Gurugram, India exl Full time

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    1 week ago

    Gurugram, India exl Full time

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    Gurugram, India exl Full time

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    4 days ago

    Gurugram, India exl Full time

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    1 week ago

    Gurugram, India exl Full time

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    Gurugram, India exl Full time

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    Gurugram, India EXL Full time

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    Gurugram, India exl Full time

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