Customer Support Manager

Exely is a global IT company specialising in online solutions and websites for hotel industry. We help hoteliers increase their direct sales and automate operations. With a client base of over 5000 properties from 56 countries, ranging from small hotels to large resorts, we are committed to delivering exceptional customer service and support. Our distributed team works from 20 countries in APAC and EMEA regions and speaks 35+ languages providing an exceptional possibility to share global exchange experience.

The role in a nutshell

In the role of Customer Support Manager, your primary focus will be onboarding, training, and guiding hoteliers to utilize our platform effectively. This includes providing prompt response and resolution to their queries, handling feedback, and collaborating with other departments including technical support team.

Are you passioned about helping people and building long-term relationship with them and becoming a part of fast-paced IT company? Apply for Customer Support Manager at Exely.

As a Customer Support Manager, you will :

Guide hoteliers on navigating the Exely Solutions effectively (provide activation and training about our solutions to ensure smooth onboarding of hoteliers)

Offer strong and timely support by addressing hoteliers queries through calls and emails in a polite way (e.g., assisting with settings, checking parameters & new options suitable)

Manage hoteliers feedback and escalate it to the relevant department in order to provide personalized guidance and improve company processes

Ensure our solutions are functioning accurately on the hotelier's end and oversee the timely resolution of hoteliers requests in case of issues.

Requirements

To succeed in this role, you should have :

• Based in Johor Bahru, Malaysia;

Minimum of one year in customer service, preferably within an IT company or call center

Experience in the hospitality or technology sector, particularly with hoteliers, is advantageous

Excellent communication skills and willingness to work in a team

Analytical mindset with the ability to make data-driven decisions

Skills for solving work tasks and optimizing processes

Results-oriented approach and ability to work in a dynamic environment

Proficient in Malaysia Bahasa as a native language, and advanced level of English

Bonus point if you can speak Mandarin

Proficient in using CRM and computer software (JIRA)

Knowledge of ticket and helpdesk systems would be advantageous.

Working hours : Mon-Fri, 9.00AM - 6.00PM (GMT+7) with 01 hour of break for lunch

Hiring process : HR Screen with Recruiter - Test task - Final Interview - Background check

Benefits

If you're interested in this position, please send us your CV with a brief self-introduction story and we'll get back to you shortly.