- 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
Skills Required
- 1-2 years recent travel services experience (corporate travel preferred)
- GDS experience
- Sabre or Apollo experience
- Extensive US domestic travel knowledge, destinations, and geography
- Experience with internet/website navigation and call center environments
- Ability to create and modify PNRs, process ticket reissuance and cancellations
- Strong consultative, problem-solving, written and verbal communication skills
- Ability to work under pressure, multitask, and maintain professional client rapport
- Ability to work flexible shifts
- Active listening, call control, cultural awareness, and multitasking skills
- Familiarity with client travel policies and standard operating procedures
- Self-motivated with ability to learn on PC and perform in a team environment
What We Do
Choosing a digital partner is about more than capabilities — it’s about collaboration and character. Unrealistic overhauls and off-the-shelf products ignore what matters most — your unique needs, culture, goals, and your legacy data and technology environments. At EXL, our collaboration is built on ongoing listening and learning to adapt our methodologies. We’re your business evolution partner—tailoring solutions that make the most of data to make better business decisions and drive more intelligence into your increasingly digital operations. Whether your goals are scaling the use of AI and digital, redesign operating models, or driving better and faster decisions, we’re here to partner with you to help you gain—and maintain—competitive advantage with efficient, sustainable models at scale. Our expertise in transformation, data science, and change management helps make your business more efficient and effective, improve customer relationships and enhance revenue growth. Instead of focusing on multi-year, resource- and time-intensive platform designs or migrations, we look deeper at your entire value chain to integrate strategies with impact. We use our specialization in analytics, digital interventions, and operations management—alongside deep industry expertise — to deliver solutions that help you outperform the competition. At EXL, it’s all about outcomes—your outcomes—and delivering success on your terms. Share your goals with us and together, we’ll optimize how you leverage data to drive your business forward. For more information, visit www.exlservice.com.
