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Kochi (Cochin)
5 - 8 yrs
₹10L - ₹17L / yr
Customer Relationship Management (CRM)
Process improvement
Team Management
Customer Service
Six Sigma
+2 more

We are Hiring Customer Success Manager


Job Title: Customer Success Manager – Travel / OTA / Contact Centre - BPO

Location: Kochi - India

Department: Customer Service / Operations

Type: Full-Time


Job Summary:

We are seeking a seasoned Customer Succes Manager with proven experience in the travel industry (OTA, Contact Centre - BPO, 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 excellenceprocess 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.).


Requirements:

  • Bachelor’s degree in Business, Tourism, Operations, or related field. 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.
  • Strong 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.


Read more
Top Management Consulting Company

Top Management Consulting Company

Agency job
Kolkata, Noida, Pune, Mumbai, Gurugram, Hyderabad, Bengaluru (Bangalore), Coimbatore, Chennai, Kochi (Cochin)
6 - 12 yrs
₹10L - ₹20L / yr
Lean Six Sigma
Facilitation
Process improvement
Innovation
Hi

We are looking for Process Improvement\Delivery Excellence for one of our premium client

  • Facilitating the overall delivery governance and performance reporting across services for applicable projects,programs and portfolios 
  • Engaging across DEx, and with delivery stakeholders, to improve deliver performance through the effective adoption of DEx levers and parameters  
  • Conduction Root Cause Analysis (RCA) along with Corrective and Preventive Actions (CAPA) Failure Modes and Effects Analysis (FMEA
  • Quality management focus with exposure to CMMI / LEAN / Six Sigma / ITIL / KANBAN / SCRUM / ISO 
    /PMP / Prince2
Read more
Matellio India Private Limited
Harshit Sharma
Posted by Harshit Sharma
Remote only
5 - 9 yrs
₹5L - ₹12L / yr
Lean Six Sigma
CMMI
SQA
Auditing
Agile/Scrum
+1 more

Skills and Experience 

  • Experience in Process documentation, process mapping and process optimization. 

  • Understanding of Software Development Life Cycle 

  • Auditing / project facilitation / SQA skills 

  • Knowledge and work experience in frameworks like Agile, Lean Six Sigma, Project management, IT services management, Design Thinking etc. will be an added advantage. 

  • Exposure to CMMI processes is an added advantage 

  • Prior participation as Appraisal Team Member in a CMMI appraisal is an added advantage 

  • CMMI V2.0 Certified Associate certification is an added advantage 

  • Development/ project work experience/background is an added advantage 

Read more
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