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 3500 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. 

In Bulgaria Exely brand is represented by ANSTEA SYNERGY company.  

More information about us you may find visiting our web-site www.exely.bg. 

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 Specialist 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. 

To succeed in this role, you should have: 

• 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 

• Bachelor's degree in Business, Management, Computer Technology, Tourism or related field 

• 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 Bulgarian as a native language, and advanced level of English 

• Proficient in using CRM and computer software 

• Knowledge of ticket and helpdesk systems would be advantageous. 

• Opportunity to work in an international team of professionals setting trends in the field of high-tech solutions in the hospitality industry 

• Start-up environment fast-paced and constantly growing, with full support from our established international team. You will have a dedicated manager, with onboarding and constant support.  

• Competitive salary based on your experience 

• Bonus based on successfully completed work tasks after probation period  

• Flexible working hours and remote or hybrid option. You can be located outside of Sofia but you should have a possibility to be in Sofia during onboarding and training period (3-6 months)

• 20 days of paid annual leave (+1 day for each completed year up to 25) 

• Paid seminars, conferences, entertainment 

• Free coffee, tea, fruit in the office  

• Corporate equipment