Customer Support Specialist (remote, Da Nang)

About Exely

Exely is a global IT company specializing in online solutions and websites for the hotel industry. We empower hoteliers to increase direct sales and automate operations. With a client base of over 5000 properties across 56 countries, ranging from small hotels to large resorts, we are dedicated to delivering exceptional customer service and support. Our distributed team operates from 20 countries in the APAC and EMEA regions, speaking over 35 languages, which fosters a rich environment for global exchange and learning.

The Role

As a Customer Support Specialist, your primary focus will be onboarding, training, and guiding hoteliers to effectively utilize our platform. This involves providing prompt responses and resolutions to their queries, managing feedback, and collaborating with other departments, including the technical support team. If you are passionate about helping people, building long-term relationships, and becoming part of a fast-paced IT company, this role at Exely is for you.

Responsibilities

• Guide hoteliers on navigating Exely Solutions effectively, providing activation and training for smooth onboarding.
• Offer strong and timely support by addressing hoteliers' queries via calls and emails politely, assisting with settings, checking parameters, and suggesting suitable new options.
• Manage hoteliers' feedback, escalating it to the relevant department to provide personalized guidance and improve company processes.
• Ensure our solutions function accurately on the hotelier's end and oversee the timely resolution of their requests in case of issues.

Requirements

• Based in Đà Nẵng, Việt Nam.
• 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 a 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 Vietnamese and an advanced level of English.
• Proficient in using CRM and computer software (JIRA).
• Knowledge of ticket and helpdesk systems would be advantageous.

Working Hours

Sunday-Thursday, 9:00 AM - 6:00 PM (GMT+7) with a 1-hour lunch break.

Hiring Process

HR Screen with Recruiter -> Test Task -> Final Interview -> Background Check

Benefits

• Competitive salary based on experience.
• Fully remote work with the possibility of business trips.
• Bonuses based on KPI after a 2-month probation period.
• Laptop and headset provided after a 2-month probation period.
• Health insurance (Bao Viet Health Insurance) after a 2-month probation period.
• A start-up environment that is fast-paced and constantly growing, with full support from our established international team.
• Dedicated manager with onboarding and constant support.
• English Speaking Club with native teachers and international colleagues.
• Online & Offline camps, workshops, and gatherings.
• Networking opportunities with international colleagues through the Random Coffee Program.