Senior Executive
Core
Handle escalated customer interactions and provide expert guidance on complex travel itineraries, fare rules, and policy exceptions for US corporate travelers.
Role type
Senior Travel Operations Specialist (Escalation Desk)
Builds
Customer resolutions and process improvements for corporate travel programs
Domain
Travel industry / Voice Operations
Deliverable
client delivery
Required skills
Complex itinerary management, Fare rules expertise, GDS systems proficiency, Policy interpretation, Quality audit support, Process improvement, Team mentoring
Preferred skills
Prior Senior Analyst or SME experience, Sabre/Amadeus/Galileo expertise
Responsibilities
Resolve escalated customer issues regarding air, hotel, car, and rail bookings; Provide expert guidance on fare rules and ticketing; Ensure first-time resolution while maintaining SLAs; Act as point of contact for critical cases and high-value travelers; Support quality audits and error analysis; Mentor team members on process updates and complex scenarios; Share updates on policy changes and system enhancements