Customer Support Manager (Indonesia)

Exely; gunung pasir jaya; Remote; IDR 491.803.000 - 819.673.000; Full time

Job summary

A global IT company specializing in hotel solutions is seeking a Customer Support Manager based in Bali. The ideal candidate will guide hoteliers in using the platform, providing timely support and collaboration with other teams. Fluent Indonesian and strong English skills are essential. This position is fully remote and offers competitive compensation, health insurance, and additional benefits after probation.

Benefits

Competitive salary based on experience

Private health insurance

Bonuses based on KPI

Online & Offline camps, workshops

Qualifications

• Minimum of one year in customer service, preferably in an IT company.
• Experience in the hospitality or technology sector is advantageous.
• Willingness to travel for business when required.

Responsibilities

• Guide hoteliers on using Exely Solutions effectively.
• Address queries through calls and emails in a polite manner.
• Manage hoteliers' feedback and escalate relevant issues.

Skills

Fluent in Indonesian Bahasa

Advanced English skills

Customer service experience

Analytical mindset

Proficient in CRM software

Tools

Ticketing systems

Job description

Overview

Exely is a global IT company specialising in online solutions and websites for the hotel industry. We help hoteliers increase direct sales and automate operations. With a client base of over 5000 properties in 56 countries, 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 the opportunity to share global exchange experiences.

The role in a nutshell

In the role of Customer Support Manager, your primary focus will be onboarding, training, and guiding hoteliers to utilise 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. Fluency in Indonesian Bahasa is required, and you should also be able to communicate in English when needed.

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

Responsibilities

• Guide hoteliers on navigating Exely Solutions effectively (provide activation and training to ensure smooth onboarding).
• Offer strong and timely support by addressing hoteliers' queries through calls and emails in a polite way (e.g., assisting with settings, checking parameters and new options).
• Manage hoteliers' feedback and escalate it to the relevant department to provide personalized guidance and improve processes.
• Ensure our solutions are functioning accurately on the hotelier's end and oversee timely resolution of requests in case of issues.

Requirements

• Based in Bali, Indonesia; this is a remote job.
• Proficient in Indonesian Bahasa as a native language, and advanced level of English.
• Minimum of one year in customer service, preferably within an IT company or call center.
• Experience in the hospitality or technology sector, particularly with hoteliers, is advantageous.
• 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.
• Knowledge of ticketing 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 KPI after 3 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.