Customer Support Specialist (remote, Da Nang)

Exely

15d•Remote

About The Position

Exely is a global IT company specializing 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 possibility to share global exchange experience. In the role of Customer Support Specialist, 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 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 Specialist at Exely.

Requirements

Based in Đà Nẵng, Việt Nam
Minimum of one year in customer service, preferably within an IT company or call center
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 Vietnamese and advanced level of English
Proficient in using CRM and computer software (JIRA)

Nice To Haves

Experience in the hospitality or technology sector, particularly with hoteliers, is advantageous
Knowledge of ticket and helpdesk systems would be advantageous.

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 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.

Benefits

Competitive salary based on experience
Fully remote work with possibility to go on business trips
Bonuses based on your KPI after 02 months of probation
Laptop and headset for work after 02 months of probation
Health insurance after 02 months of probation (Bao Viet Health Insurance)
Start-up environment fast-paced and constantly growing, with full support from our established international team
You will have a dedicated manager, with onboarding and constant support
English Speaking Club with native teachers and colleagues from all over the world
Online & Offline camps, workshops and gatherings
Network with international colleagues through Random Coffee Program.