Customer Support Manager (Johor Bahru)

Exely; Johor Bahru; Remote; MYR 150,000 - 200,000; Full time

Job summary

A global IT company in Johor Bahru is seeking a Customer Support Manager to onboard and train hoteliers using their platform. This role requires experience in customer service, excellent communication skills, and proficiency in Malaysia Bahasa and English. You'll guide clients, address their queries, and manage feedback while collaborating with various departments. The position is fully remote with competitive benefits and performance bonuses.

Benefits

Competitive salary

Fully remote work

Bonuses based on KPI

Health insurance

Online & Offline workshops

Networking opportunities

Qualifications

• Minimum of one year in customer service, preferably in IT or call center.
• Experience in hospitality or technology sector is advantageous.
• Ability to make data-driven decisions.

Responsibilities

• Guide hoteliers on utilizing Exely Solutions understanding.
• Address hoteliers queries via calls and emails.
• Manage and escalate hoteliers feedback for improvement.
• Ensure timely resolution of hoteliers requests.

Skills

Customer service experience

Communication skills

Analytical mindset

Problem-solving skills

Proficiency in Malaysia Bahasa

Advanced English skills

CRM software experience

Knowledge of helpdesk systems

Tools

JIRA

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 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.

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

Qualifications

• 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 01 hour of 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 your KPI after 03 months of probation
• Laptop and headset for work after 03 months of probation
• Health insurance after 03 months of probation
• 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

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.