Customer Support Manager (Johor Bahru, Mandarin speaking)

Exely

is a global IT company specialising in online solutions and websites for the 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 opportunity 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 utilise our platform effectively. This includes providing prompt response and resolution to their queries, handling feedback, and collaborating with other departments including the technical support team.

Are you passionate about helping people and building long-term relationships with them and becoming a part of a fast-paced IT company? Apply for

Customer Support Manager

at Exely.

Role responsibilities

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 to provide personalized guidance and improve company processes

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

Qualifications and requirements

Based in

Johor Bahru, Malaysia

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

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

Mandarin

as a native language, fluent in

Bahasa Malaysia

(plus) and

advanced level of English

Proficient in using CRM and computer software (JIRA)

Knowledge of ticketing and helpdesk systems would be advantageous

Work details

Working hours : Mon-Fri, 9 : 00 AM - 6 : 00 PM (GMT+8) with 1 hour lunch

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

Benefits

Competitive salary based on experience

Fully remote work with possibility to go on business trips

Bonuses based on your KPI after 3 months of probation

Laptop and headset for work after 3 months of probation

Health insurance after 3 months of probation

Start-up environment that is fast-paced and constantly growing, with full support from our international team

A dedicated manager with onboarding and ongoing support

English Speaking Club with native teachers and colleagues from around the world

Online & Offline camps, workshops and gatherings

Network with international colleagues through Random Coffee Program

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.

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