Customer Support Manager (Johor Bahru)

Exely - Direct Drive for Your Hotel Sales; Johor Bahru; Remote; MYR 48,000 - 60,000; Full time

Job summary

A global IT company is seeking a Customer Support Manager based in Johor Bahru, Malaysia. You will onboard and train hoteliers on our platform while providing exceptional customer support. Candidates should have at least one year of customer service experience, strong communication skills in Bahasa Malaysia and English, and a results-oriented mindset. This role offers fully remote work and various employee benefits including health insurance, bonuses based on KPIs, and support from a dedicated manager.

Benefits

Competitive salary based on experience

Health insurance after 3 months of probation

Bonuses based on KPI after 3 months of probation

Online & Offline camps, workshops and gatherings

Qualifications

• Minimum of one year in customer service, preferably in IT or call center.
• Experience in hospitality or technology sector is advantageous.
• Willingness to work in a team and solve work tasks effectively.

Responsibilities

• Guide hoteliers on navigating Exely Solutions effectively.
• Provide prompt support by addressing hoteliers' queries.
• Manage hoteliers feedback and escalate it to relevant departments.

Skills

Excellent communication skills

Analytical mindset

Results-oriented approach

Proficient in Bahasa Malaysia

Advanced English

Tools

CRM software

JIRA

Helpdesk 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 opportunities 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 response and resolution to their queries, handling feedback, and collaborating with other departments including the technical support team.

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 manner, including 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 hoteliers’ end and oversee timely resolution of hoteliers requests in case of issues.

Requirements

• Based in Johor Bahru, Malaysia
• 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
• 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 Malaysia Bahasa as a native language, and advanced level of English
• Bonus point if you can speak Mandarin
• Proficient in using CRM and computer software (JIRA)
• Knowledge of ticket and helpdesk systems would be advantageous

Working hours: Mon-Fri, 9.00 AM – 6.00 PM (GMT+7) with 1 hour break for lunch.

Hiring process

HR Screen with Recruiter • Test task • Final Interview • Background check

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
• Laptop and headset for work after 3 months of probation
• Health insurance after 3 months of probation
• Start-up environment fast-paced and constantly growing, with full support from our 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
• Networking with international colleagues through Random Coffee Program

If you're interested in this position, please send us your CV with a brief self-introduction story and we'll get back to you shortly.