We are seeking a seasoned Customer Succes Manager with proven experience in the travel industry OTA Contact Centre or travel agency to lead and enhance our customer support operations The ideal candidate will bring expertise in customer service frameworks such as Six Sigma Lean COPC or ITIL and a track record of driving service excellence process optimization and team performance Key Responsibilities Lead Manage Customer Service Operations Oversee day-to-day customer service activities across multiple channels voice email chat and social ensuring high levels of customer satisfaction Performance Management Set KPIs monitor service levels and implement performance improvement initiatives Team Leadership Manage mentor and develop a team of supervisors team leads and customer service agents Customer Journey Escalation Handling Analyze customer touchpoints resolve escalated issues and implement corrective actions to improve the customer journey Process Optimization Use Six Sigma Lean or other frameworks to analyze current workflows eliminate inefficiencies and drive continuous improvement Training Quality Assurance Design and deliver training programs and quality assurance processes to maintain high service standards Technology Integration Collaborate with IT Product to deploy and improve CRM helpdesk or ticketing systems e g Zendesk Freshdesk Salesforce Reporting Insights Generate operational reports identify trends and present actionable insights to senior management Compliance SLA Management Ensure compliance with service level agreements data protection policies and regulatory guidelines Customer Feedback Loop Implement mechanisms to gather and act on customer feedback CSAT NPS etc equirements Bachelor s degree in Business Tourism Operations or related field Post Grad or MBA preferred Minimum 5-8 years in a customer service leadership role preferably within online travel agencies OTA traditional travel agencies or BPOs supporting travel clients Robust understanding of contact centre operations service recovery and travel domain KPIs e g PNRs GDS refunds reissues Certification in Six Sigma Green Belt or higher or other process improvement frameworks Lean COPC etc is a strong advantage Hands-on experience with customer service tools e g Amadeus Galileo CRM ticketing tools Strong analytical and problem-solving skills Excellent communication interpersonal and conflict-resolution skills Flexible to work in a fast-paced customer-focused environment with rotational shift support if needed Preferred Skills Multilingual capability English is a must Hindi and or other languages a plus Prior experience with automation tools chatbots and self-service platforms Proven ability to drive CSAT and NPS improvements Experience managing distributed remote teams Job Type Full-time Pay From 60 000 00 per month Benefits Cell phone reimbursement Health insurance Leave encashment Life insurance Paid sick time Paid time off Provident Fund Work Location In person

📌 Customer Success Manager (Kerala)
🏢 ATS Travel
📍 Kerala