Customer Support Manager

Summary

Join Exely, a global IT company specializing in online solutions for the hotel industry, as a Customer Support Manager based in Phuket, Thailand. Your primary focus will be onboarding, training, and supporting hoteliers in effectively using our platform. You will address their queries, manage feedback, and collaborate with other departments. This role requires excellent communication, analytical skills, and experience in customer service, preferably within IT. Exely offers a competitive salary, fully remote work, bonuses, and various benefits including health insurance and professional development opportunities.

Requirements

• Be based in Phuket, Thailand
• Have a minimum of one year in customer service, preferably within an IT company or call center
• Possess excellent communication skills and willingness to work in a team
• Have an analytical mindset with the ability to make data-driven decisions
• Possess skills for solving work tasks and optimizing processes
• Have a results-oriented approach and ability to work in a dynamic environment
• Be proficient in Thai as a native language, and have an advanced level of English
• Be proficient in using CRM and computer software (JIRA)

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

Preferred Qualifications

• Have experience in the hospitality or technology sector, particularly with hoteliers
• Have knowledge of ticket and helpdesk systems

Benefits

• Competitive salary based on experience
• Fully remote work with possibility to go on business trips
• Bonuses based on your KPI after 03 months of probation
• Laptop and headset for work after 03 months of probation
• Health insurance after 03 months of probation
• Start-up environment fast-paced and constantly growing, with full support from our established international team
• 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