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. 

Our team is growing rapidly in the APAC region and are looking for a Customer Support Specialist to support of our clients (hoteliers) in Colombo, Sri Lanka. 

The role in a nutshell

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? Apply for Customer Support Manager at Exely.  

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. 
  

Probation period:
The first three (3) months of your employment will be considered as a probationary period.

Requirements

• Based in Colombo, Sri Lanka
• Proficient in Sinhala as a native language, and advanced level of English
• 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 using CRM and computer software (JIRA)

• Knowledge of ticket and helpdesk systems would be advantageous. 

Benefits

• Competitive salary based on your experience;
• Bonuses based on your KPI after 03 months of probation;
• It's remote full time job with working hours 09AM-6PM (UTC+5:30);
• Laptop and headset for work after 03 months of probation;
• Health insurance after 03 months of probation;
• 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 company covers business trips around Sri-Lanka;
• English Speaking Club with colleagues from around the world;
• Online&Offline camps, workshops and gatherings; 
• Network with colleagues from all over the world (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.