Customer Support Manager (Kathmandu)

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. 

Our team is growing rapidly in the APAC region and are looking for a Customer Support Manager to support our hotels.

Are you passionate about learning technical skills, training others and building strong relationships with clients? Apply for Customer Support Manager position at Exely, where you will have the opportunity to onboard, train and help hoteliers using different products.

As a Customer Support Manager, you will:  

• Be the primary contact for local clients in Nepal, addressing any queries or issues early on;    

• Observe and evaluate client performance to determine ways to enhance it, and provide suggestions accordingly;   

• Arrange and hold frequent check-ins and monitor client progress and discover new prospects for growth.  

• Work alongside internal teams to fix client problems promptly and ensure their experience is smooth;   

• Work with the current customer base proactively to boost direct online sales;  

• Participate in local events and be engaged in the proactive marketing activities such as webinars, exhibitions and business breakfasts with partners;  

• Work in a global team and have a good opportunity to exchange experience and implement the best practices in life;  

• Maintain a good knowledge of our products and keep yourself informed about current industry trends and top practices;   

• Promote our clients' interests within the organisation, encouraging the creation of new product features and developments, based on feedback from our clients. 

Working hours:

• Sun-Fri, 9AM-6PM (GMT+7) with 01 hour break for lunch.

Our team is growing rapidly in the APAC region and are looking for a Customer Support Manager in Katmandu (Nepal) who will join our team and will onboard, train and guide our clients (hoteliers) in Nepal to use our products and support them with both technical and non-technical problems.

Requirements

• Strong communication skills, both written and verbal English and Nepalese;
• Available to work Sun-Fri, 9AM-6PM (GMT+7);
• At least 1-year experience within the customer service of IT-company or call-center;
• Experience within the hospitality or technology industry for hoteliers would be your advantage;
• Customer-centric approach, developed EQ, high level of stress resistance; 
• Comfortable with CRM and computer software;
• Comfortable with ticket and helpdesk systems (Zendesk, Omnidesk, or Jira).

Benefits

• Competitive salary based on your experience;
• Bonuses based on KPI;
• Laptop and headset for work;
• Health insurance after probation period;
• You will have a dedicated training manager, with onboarding and constant support from an experienced manager. Initially, you will be accompanied by members of our international team to meetings;
• The start-up environment is fast-paced and constantly growing, with full support from our established international team;
• English Speaking Club with colleagues from around the world;
• Online & Offline camps, workshops and gatherings; 
• Network with colleagues from all over the world.
  

Please send your CV in English. We only accept English CVs.

Steps of hiring process: Interview with HR (in English) → Test Task → Pfrofessional Interview with Hiring Managers → Offer