Customer Care Executive

2 days ago

ClujNapoca, Cluj, Romania EXL Full time 12,000 - 24,000 per year

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 54,000 employees spanning six continents. For more information, visit 

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.

The main responsibility of this role is servicing inbound calls from online business travel clients needing website navigation and e-invoicing assistance in making online corporate travel arrangements.

  • Processing Navigation Support and E-invoicing requests using client specific applications and any other systems/ tools required to complete the tasks, received either via calls or emails;

  • Password reset, end to end navigation on the booking tool to create a booking, replicating the client booking and if required - escalating to Level 2 support for further investigations in the prescribed format.

  • Following travel policy, navigation support instructions as per the information received from client point of sales;

  • Handling incoming calls for customer servicing activities, providing extraordinary customer service;

  • Ensure optimum customer service through effective use of the OBT, positive telephone service techniques, respond to special customer requests added in the bookings made on-line and maintain excellent client relations.

  • Performing website troubleshooting support to customers;
  • Replicating and reporting site issues;
  • Qualifying customers' needs;
  • Tracking and learning new account site information as implemented;
  • Ensure compliance with internal policies and procedures, external regulations and information security standards;
  • Ensure that the response times and the quality of the transactions is in compliance with predefined time and quality parameters;
  • To ensure adherence to established attendance schedules.
  • Contributing with suggestions of process improvements where applicable.

  • To accomplish any other essential function that may occur from time to time as directed by the Supervisor to help to identify inefficiencies to the process and assist to drive process improvements activities.

  • 2-month comprehensive, practice-oriented, and high-quality Fares and Ticketing Course in Amadeus system.

  • Monthly flexible benefits accesible through an online platform (Meal Tickets and other benefits).
  • MedLife Subscription.
  • Bonus for performance.
  • Referral Scheme.
  • 7Card.
  • Access to e-learning platform (online trainings from various business areas).

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