Customer Support Manager

Summary

Join Exely, a global IT company specializing in online solutions for the hotel industry, as a Customer Support Manager. Your main focus will be onboarding, training, and guiding hoteliers on effectively using our platform. You will provide prompt responses and resolutions to their queries, manage feedback, and collaborate with other departments. This remote position, based in Albania, requires fluency in Albanian and advanced English. The role involves guiding hoteliers, offering support via calls and emails, managing feedback, and ensuring solutions function accurately. Exely offers a competitive salary, remote work, bonuses, health insurance, and various professional development opportunities.

Requirements

• Proficient in Albanian as a native language, and advanced level of English
• Minimum of one year in customer service, preferably within an IT company or call center
• Open to business travel as needed
• 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 using CRM and computer software

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

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

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
• Private health insurance, and necessary work equipment (laptop and headset) provided after the probation period
• 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