Customer Support Manager (Indonesia)

Exely; Provinsi Bali; On-site; IDR 200.000.000 - 300.000.000; Full time

Job summary

A global IT company is seeking a Customer Support Manager based in Bali, Indonesia. In this role, you will onboard and guide hoteliers in utilizing our platform. Responsibilities include providing timely support, managing feedback, and collaborating with technical teams. The ideal candidate is fluent in Bahasa Indonesia and has strong communication skills with a minimum of one year in customer service, ideally within IT or hospitality. This position offers a competitive salary and the possibility for business trips.

Benefits

Private health insurance

Necessary work equipment provided

Bonuses based on KPI

Dedicated manager with support

Qualifications

• Minimum of one year in customer service, preferably in IT.
• Experience in the hospitality technology sector is advantageous.
• Proficient in using ticket and helpdesk systems.

Responsibilities

• Guide hoteliers on using Exely Solutions.
• Provide strong support addressing queries via calls and emails.
• Manage and escalate feedback to improve processes.
• Ensure solutions function accurately at hotelier's end.

Skills

Fluency in Bahasa Indonesia

Advanced English

Excellent communication skills

Analytical mindset

Proficient in CRM software

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 possibility to share global exchange experience.

Role in a nutshell

In the role of 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. 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 & 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
• Based in Bali, Indonesia
• Able to go to the office: Komplek Kunti, Jl. Kunti II No.67, Seminyak, Kec. Kuta, Kabupaten Badung, Bali 80361
• Proficient in Bahasa Indonesia 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 ticket and helpdesk systems would be advantageous

Qualifications

• 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