Customer Support Specialist
Exely · Sofia
Exely is a global IT company specializing in online solutions and websites for the hotel industry. We help hoteliers increase their direct sales and automate operations. With a hoteliers 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 the APAC and EMEA regions and speaks over 35 languages, providing an exceptional opportunity to share global exchange experiences.
In Bulgaria Exely brand is represented by Anstea Synergy company.
More information about us you may find visiting our web-site www.exely.bg.
Our team is growing rapidly and is looking for a Customer Support Specialist to assist our hotels in Bulgaria. In the role of Customer Support Specialist your primary focus will be onboarding, training, and guiding hoteliers to utilize our platform effectively.
Are you passionate about learning technical skills, training others, and building strong relationships with hoteliers? Apply for the Customer Support Specialist position at Anstea Synergy | Exely, where you will have the opportunity to onboard, train, and support hoteliers using various products.
As a Customer Support Specialist, you will:
- Guide hoteliers on navigating the Exely Suite effectively (provide activation and training about our solutions to ensure smooth onboarding of hoteliers)
- Teach hoteliers how to use the Exely Suite platform
- Provide strong support by processing hotelier' requests via calls and emails in a polite way (e.g., assisting with settings, checking parameters & new options suitable, guiding product use) proficiently in Bulgarian and English
- Handle hoteliers feedback and escalate it to the relevant department in order to provide personalized guidance and improve company processes
- Ensure that our products are functioning correctly on the hotelier side
Requirements
- At least 1 year of experience within the customer service of IT-company or call center
- Strong communication skills, skills for solving work tasks and optimizing processes
- Experience within the hospitality or technology industry for hoteliers would be your advantage
- Analytical mindset with the ability to make data-driven decisions
- Results-oriented approach and ability to work in a dynamic environment
- Customer-centric approach, developed EQ, high level of stress resistance
- Comfortable with CRM and computer software
- Comfortable with ticket and helpdesk systems
- Proficient in Bulgarian as a native language, and advanced level of English
- Based in Sofia, Bulgaria
Benefits
- Opportunity to work in an international team of professionals setting trends in the field of high-tech solutions in the hospitality industry
- Offline work with partial hybrid work regime
- Competitive salary based on your experience
- Bonus based on successfully completed work tasks & KPI 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
- Online & Offline camps, workshops and gatherings
- Network with colleagues from all over the world.
- 20 days of paid annual leave (+1 day for each completed year up to 25)
- Open space office, Free coffee, tea, fruit in the office
- Corporate equipment, paid seminars, conferences
Steps of the hiring process: Interview with Business Unit → Test Task → Offer