Customer Support Manager (Indonesia)

Exely - Direct Drive for Your Hotel Sales; gunung pasir jaya; Remote; IDR 200.000.000 - 300.000.000; Full time

Job summary

A global IT company is seeking a Customer Support Manager to onboard and support hoteliers using their platform. The role requires fluency in Bahasa Indonesia and strong customer service skills, with the option for remote work and business travel. This position offers competitive salary and benefits such as private health insurance and a start-up environment for professional growth.

Benefits

Competitive salary based on experience

Private health insurance

Fully remote work

Bonuses based on KPI

Support from an international team

Online and offline camps, workshops, and gatherings

Qualifications

• Minimum of one year in customer service, preferably within an IT company or call center.
• Experience in the hospitality or technology sector is advantageous.
• Skills for solving work tasks and optimizing processes.

Responsibilities

• Guide hoteliers on navigating the Exely Solutions effectively.
• Offer strong support by addressing hoteliers' queries through calls and emails.
• Manage requests and escalation of hoteliers' feedback to improve processes.

Skills

Fluency in Bahasa Indonesia

Advanced English

Customer service expertise

Analytical mindset

Communication skills

Tools

CRM software

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 their direct sales and automate operations. With a client base of over 5000 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 exceptional opportunity to share global experience.

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 Bahasa Indonesia is required, and you should also be able to communicate in English when needed. Are you passionate about helping people and building long-term relationships with them and becoming a part of a fast-paced IT company? Apply for Customer Support Manager at Exely.

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 and new options).
• Manage hoteliers' feedback and escalate it to the relevant department 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.

Requirements

• Based in Bali, Indonesia; this is a remote job.
• Proficient in Bahasa Indonesia (native language) and an 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 is advantageous.

Benefits

• Competitive salary based on experience.
• Fully remote work with possibility to go on business trips.
• Bonuses based on 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 ongoing support.
• English Speaking Club with native teachers and colleagues from all over the world.
• Online and offline camps, workshops, and gatherings.
• Network with international colleagues through the Random Coffee Program.