Customer Support Manager (Johor Bahru, Mandarin speaking)

Exely; Johor Bahru; Remote; MYR 30,000 - 45,000; Full time

Job summary

A global IT company is seeking a Customer Support Manager to onboard and train hoteliers on their platform. This role involves managing queries and collaborating with the technical support team. The ideal candidate has customer service experience, preferably in IT, and is proficient in Mandarin, Bahasa Malaysia, and English. Benefits include competitive salary, remote work, and health insurance after probation.

Benefits

Competitive salary based on experience

Fully remote work

Bonuses based on KPI

Health insurance after probation

Fast-paced startup environment

Qualifications

• Minimum of one year in customer service, preferably within an IT company or call centre.
• Experience in the hospitality or technology sector is advantageous.
• Proficient in using CRM and computer software.
• Excellent communication skills and willingness to work in a team.

Responsibilities

• Guide hoteliers on navigating the Exely Solutions effectively.
• Offer strong and timely support by addressing hoteliers’ queries.
• Manage hoteliers' feedback and escalate it to the relevant department.
• Ensure our solutions are functioning accurately on the hoteliers' end.

Skills

Communication skills

Teamwork

Analytical mindset

Problem-solving

Results-oriented

Language proficiency in Mandarin

Fluency in Bahasa Malaysia

Advanced English

Tools

JIRA

Helpdesk systems

Job description

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 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 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.

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.

Role 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 to provide personalized guidance and improve company processes
• Ensure our solutions are functioning accurately on the hoteliers' end and oversee the timely resolution of hoteliers' requests in case of issues

Qualifications and requirements

• Based in Johor Bahru, Malaysia
• Minimum of one year in customer service, preferably within an IT company or call centre
• 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 Mandarin as a native language, fluent in Bahasa Malaysia (plus) and advanced level of English
• Proficient in using CRM and computer software (JIRA)
• Knowledge of ticketing and helpdesk systems would be advantageous

Work details

• Working hours: Mon-Fri, 9:00 AM - 6:00 PM (GMT+8) with 1 hour 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 3 months of probation
• Laptop and headset for work after 3 months of probation
• Health insurance after 3 months of probation
• Start-up environment that is fast-paced and constantly growing, with full support from our international team
• A dedicated manager with onboarding and ongoing support
• English Speaking Club with native teachers and colleagues from around 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.