Customer Support Manager (Bandung)

Exely; Kota Bandung; On-site; IDR 200.000.000 - 300.000.000; Full time

Job summary

Exely, a leading IT company, seeks a Customer Support Manager in Bandung. In this role, you'll onboard and train hoteliers on our solutions, provide exceptional support, and ensure client satisfaction. You'll thrive in a dynamic environment, addressing inquiries and improving processes while working alongside a diverse global team.

Benefits

Competitive salary based on experience

Bonuses based on KPIs after 3 months of probation

Laptop and headset provided after 3 months

Health insurance after 3 months

Fast-paced startup environment with international support

Dedicated manager with ongoing support

English Speaking Club with native teachers

Networking opportunities through the Random Coffee Program

Qualifications

• Minimum of one year in customer service within IT or call center.
• Proficient in Bahasa Indonesian and advanced English.
• Experience in hospitality or technology sectors is advantageous.

Responsibilities

• Guide hoteliers on utilizing Exely solutions effectively, providing timely support.
• Manage feedback from hoteliers and escalate to improve solutions.
• Ensure solutions work correctly and resolve requests promptly.

Skills

Communication

Analytical mindset

Problem-solving

Team-oriented attitude

Tools

CRM Software

JIRA

Helpdesk Systems

Job description

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 3500 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 excellent opportunity for global exchange experience.

The role in a nutshell

As a Customer Support Manager, your primary focus will be onboarding, training, and guiding hoteliers to utilize our platform effectively. This includes providing prompt responses and resolutions to their queries, handling feedback, and collaborating with other departments, including the technical support team.

Are you passionate about helping people, building long-term relationships, and becoming part of a fast-paced IT company? Apply for the Customer Support Manager position at Exely.

Responsibilities:

• Guide hoteliers on navigating Exely solutions effectively, including activation and training for smooth onboarding.
• Provide strong and timely support by addressing hoteliers' queries via calls and emails in a polite manner, assisting with settings, parameters, and new options.
• Manage hoteliers' feedback and escalate it to relevant departments to improve processes and provide personalized guidance.
• Ensure solutions function correctly on the hotelier's end and oversee the timely resolution of requests or issues.

Requirements:

• Based in Bandung, Indonesia.
• Minimum of one year in customer service, preferably within an IT company or call center.
• Experience in hospitality or technology sectors, especially with hoteliers, is advantageous.
• Excellent communication skills and a team-oriented attitude.
• Analytical mindset with data-driven decision-making abilities.
• Skills in solving work tasks and process optimization.
• Results-oriented and capable of working in a dynamic environment.
• Proficient in Bahasa Indonesian (native) and English (advanced level).
• Proficient in CRM and software such as JIRA.
• Knowledge of ticketing and helpdesk systems is a plus.

Benefits:

• Competitive salary based on experience.
• Bonuses based on KPIs after 3 months of probation.
• Laptop and headset provided after 3 months of probation.
• Health insurance after 3 months of probation.
• Fast-paced, growing startup environment with full support from our international team.
• Dedicated manager with onboarding and ongoing support.
• English Speaking Club with native teachers and colleagues worldwide.
• Online & offline camps, workshops, and gatherings.
• Networking opportunities through the Random Coffee Program.

If you're interested, please send us your CV along with a brief self-introduction, and we will get back to you shortly.