Overview
Job Description
- Manage ticket exchanges, reissues, and revalidations based on airline fare rules.
- Interpret and apply fare rules, penalties, no-show conditions, and change restrictions.
- Accurately calculate fare differences (add-collect) and applicable change fees.
- Process voluntary and involuntary exchanges following 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.
Qualifications
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.
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Key Skills
Related Tags
Education Requirements
- Graduate / Undergraduate (any discipline)
Eligible Batch Years
EXL
EXL (EXL Service Holdings, Inc.) is a global data analytics, digital operations, and business process management company headquartered in New York, United States. Founded in 1999, the company helps organizations transform their operations using data, artificial intelligence, and domain expertise. EXL serves clients across industries such as insurance, healthcare, banking and financial services, retail, and travel, providing services that include analytics, AI-driven decision support, finance and accounting outsourcing, and customer operations.
With a workforce of tens of thousands of employees operating across North America, Europe, Asia, and other global delivery centers, EXL is recognized as a leading provider in the analytics-led outsourcing and digital transformation space. The company combines deep industry knowledge with advanced data science and cloud technologies to help enterprises improve efficiency, manage risk, and enhance customer experience. In recent years, EXL has strengthened its analytics and AI capabilities through acquisitions and platform investments, positioning itself as a prominent player in data-driven business services.
Company Details
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Websiteexlservice.com