Customer Support Specialist

Summary

Join Exely, a global IT company specializing in online solutions for the hotel industry, as a Customer Support Specialist based in Colombo, Sri Lanka. Your primary focus will be onboarding, training, and guiding hoteliers on effectively using our platform. You will provide prompt responses and resolutions to queries, handle feedback, and collaborate with other departments. This role requires excellent communication skills, a minimum of one year in customer service (preferably in IT), and proficiency in Sinhala and English. Exely offers a competitive salary, bonuses, remote work, health insurance, and professional development opportunities.

Requirements

• Proficient in Sinhala as a native language , and advanced level of English
• 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 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

• 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 your experience
• Bonuses based on your KPI after 03 months of probation
• It's remote full time job with working hours 09AM-6PM (UTC+5:30)
• Laptop and headset for work after 03 months of probation
• Health insurance after 03 months of probation
• You will have a dedicated training manager, with onboarding and constant support from an experienced manager. Initially, you will be accompanied by members of our international team to meetings
• The company covers business trips around Sri-Lanka
• English Speaking Club with colleagues from around the world
• Online&Offline camps, workshops and gatherings
• Network with colleagues from all over the world (Random Coffee Program)