ExelyEX

Customer Support Specialist

Exely is a hospitality software provider that offers a suite of cloud-based solutions to help hoteliers increase direct sales, streamline operations, and enhance their brand image. Their products include a Property Management System, Booking Engine, Channel Manager, and Reputation Management tools.

Exely

Employee count: 51-200

Sri Lanka only

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.

About the job

Apply before

Posted on

Job type

Full Time

Experience level

Entry-level

Location requirements

Hiring timezones

Sri Lanka +/- 0 hours

About Exely

Learn more about Exely and their company culture.

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Exely is a hospitality software provider dedicated to helping hoteliers maximize profits by growing direct sales and enhancing their brand image. Many hoteliers face the challenge of relying too heavily on online travel agencies (OTAs), which can eat into their profit margins. Additionally, managing reservations, guest check-ins, billing, and online reputation across multiple platforms can be time-consuming and prone to errors. This is why Exely offers a comprehensive suite of cloud-based solutions designed to streamline operations and boost direct bookings. Our customers often struggle with inconsistent pricing across various channels and the technical complexities of maintaining a high-performing hotel website that converts visitors into guests. Exely addresses these pain points by providing tools like a robust Property Management System (PMS) for efficient management of reservations and guest data, a Booking Engine to maximize direct bookings through the hotel's own website, and a Channel Manager to synchronize rates and availability across all online platforms seamlessly.

Furthermore, hoteliers understand the importance of online reputation but may lack the tools to manage it effectively. Exely's Reputation Management feature helps hotels handle and improve online reviews, ultimately attracting more guests. We also recognize that many hoteliers are looking for ways to optimize their pricing strategies in response to market demand and competitor actions. Our Price Monitor and Price Assist tools provide valuable insights to help them achieve this. Our mission is to empower hoteliers with the tools, knowledge, and passion to develop their direct business, giving them the freedom to devote more time to what they love – hospitality – instead of wasting resources on routine and low-profit tasks. We aim to inspire and accelerate the global hospitality market's transition to a direct sales model by providing solutions that automate workflows, minimize manual work, and enhance the guest experience. With Exely, hoteliers can increase their visibility, gain better control over occupancy and profitability, and ultimately build a stronger, more resilient business.

Employee benefits

Learn about the employee benefits and perks provided at Exely.

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Remote job

Option to work remotely.

Medical insurance

Medical insurance after probation end.

Corporate equipment

Company provides necessary work equipment.

Competitive salary

Competitive salary based on your experience.

View Exely's employee benefits
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Exely

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