Manager-Customer Care Voice-Inbound

• Ability to support requests via phone, email, chat which includes
• Making changes to existing reservations (ticket reissuance & cancellations)
• Providing support on any existing online bookings – air, hotel, car, rail & non-GDS changes & cancellations
• Utilization of Sabre/Apollo GDS systems & other assigned tools required when completing PNR changes
• Making outbound calls to vendors and customers as required
• Creating new PNRs for fresh bookings
• Offer cost effective travel alternatives to Travelers or Travel Arrangers as approved and communicated by the applicable Client in advance

• This position requires a minimum of 1 to 2 years recent travel services experience (Corporate Preferred)
• GDS experience required – Sabre/Apollo is preferred
• Extensive US domestic knowledge of travel industry, business travel destination and geography
• Internet/Website knowledge, call center experience and the ability to provide superior Client service
• Ability to work under pressure and effectively multi-task while maintaining professional rapport with clients
• Must possess strong consultative skills, decisive and successful problem solving skills, excellent written and verbal communication skills and the ability to use the internet effectively
• Candidate must be self-motivated and have the ability to perform in a team environment
• The ability to work flexible shifts is essential
• Soft skills required
• Active listening (e.g., recognizing and addressing Client objectives and needs, probing and information, minimizing repetition, reflective listening, etc.)
• Recognizing and appropriately addressing cultural context (e.g., terminology, abbreviations, “Americanisms,” culture references, Client’s state of mind, etc.)
• Call control (e.g., call direction, transitioning, etc.)
• Must be fully conversant with the travel booking process, the applicable Client Travel Policies and the operating procedure of the Clients
• Multitasking (e.g., simultaneous screen navigation, talk and type, anticipating upcoming screen/data elements for next item in conversation, etc.)
• Experience with PC learning and self-directed training

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 55,000 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.