Customer Support Specialist (remote, Da Nang)

Customer Support Specialist

Exely is a global IT company specialising in online solutions and websites for 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.

In the role of Customer Support Specialist, 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 technical support team. Are you passioned about helping people and building long-term relationship with them and becoming a part of fast-paced IT company?

As a Customer Support Specialist, you will:

• 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.