Job Title

Position Title: Customer Relationship Manager – Call Center Operations Department: Customer Experience / Operations Location: [Your Office Location or "Remote" if applicable] Reports to: Head of Customer Experience / Operations Manager Role Overview: The Customer Relationship Manager (CRM) at Dreamaoura OTA will oversee customer interaction touchpoints across the call center and digital channels, ensuring high-quality service delivery, customer satisfaction, and retention. This role requires managing a team of customer service representatives (CSRs), resolving escalated issues, analyzing service KPIs, and continuously improving support workflows. The CRM acts as a bridge between customer expectations and internal operations, aligned with Dreamaoura’s mission of providing budget-friendly, seamless travel experiences. Key Responsibilities: Team Management & Operations Lead, train, and monitor call center representatives to ensure excellent service delivery. Schedule shifts and manage workforce planning for 24/7 customer support. Implement standard operating procedures (SOPs) to handle queries, complaints, and booking changes. Monitor daily operations and call center KPIs (e.g., average handling time, first call resolution, CSAT). Ensure CRM tools (e.g., Freshdesk, Zoho, Salesforce) are optimally used for customer data tracking. Customer Engagement & Relationship Building Develop personalized strategies to enhance customer engagement and loyalty. Oversee resolution of customer complaints and escalated cases to ensure satisfaction. Manage communication with repeat customers, high-value users, and dissatisfied customers. Collect feedback regularly to understand pain points and recommend improvements. Process & Quality Improvements Analyze customer feedback and call center performance data to identify trends and service gaps. Recommend and implement improvements to increase service efficiency and quality. Collaborate with marketing, product, and operations teams to align service offerings with customer expectations. Compliance & Reporting Ensure all customer interactions comply with regulatory requirements and Dreamaoura’s service policies. Prepare weekly/monthly reports on customer service metrics, issue resolution timelines, and team performance. Lead internal audits and quality checks of customer interactions. Qualifications Required: Bachelor’s degree in Business Administration, Hospitality, Travel & Tourism, or related field. (Master’s degree preferred but not mandatory.) Experience Required: 4–6 years of experience in customer service or call center management, preferably in the travel, tourism, or hospitality industry. Proven track record in managing a team and achieving KPIs in a high-volume environment. Experience working with CRM and call center systems (e.g., Freshdesk, Zendesk, Salesforce). Hands-on experience in complaint resolution, process improvement, and customer loyalty programs. Skills & Competencies: Strong leadership, team management, and interpersonal skills. Excellent communication skills in English (additional languages like Hindi, regional dialects a plus). Analytical mindset with a customer-centric approach. Conflict resolution and crisis management. Familiarity with digital travel platforms and OTA industry trends. Ability to multitask and handle pressure in a fast-paced environment.