Customer Support Specialist

As a Customer Support Specialist at Exely, your primary responsibilities include onboarding new hoteliers, providing training on our platform, and offering timely support through calls and emails. You'll manage client feedback, collaborate with technical support, and ensure our solutions are functioning effectively for hoteliers, aiming to enhance their experience and satisfaction.

To be considered for the Customer Support Specialist position at Exely, you should have at least one year of experience in customer service, ideally within an IT company or call center. A Bachelor's degree in Business, Management, or a related field, excellent communication skills, and familiarity with CRM software are also important. Proficiency in Bulgarian and advanced English are required.

Exely is committed to the growth of its Customer Support Specialists by providing ongoing training and support from dedicated managers. You’ll have the opportunity to attend seminars, conferences, and other educational events, ensuring you stay up to date with industry trends and enhance your skills.

At Exely, you will work in a supportive and fast-paced environment alongside a diverse international team. We foster a collaborative culture that encourages innovation and creative problem-solving. With flexible working hours and the potential for remote work, you can balance your personal and professional life effectively.

Exely offers a competitive salary, performance-based bonuses, and extensive paid leave, including 20 days of annual leave and additional days for each completed year of service. Enjoy perks like free coffee and fruits, corporate equipment, and opportunities for paid training events, all while being part of a vibrant and motivational company culture.

In answering this question, highlight your relevant experience in customer service roles within IT companies, focusing on specific examples where you provided exceptional support and how you handled challenging customer interactions.

When answering this, emphasize your understanding of onboarding processes and training techniques, including direct engagement with the client, providing a step-by-step guide, and being available for follow-up questions to ensure comfort with the platform.

Detail your approach to customer satisfaction, including listening actively to customer needs, providing timely resolutions, and following up to ensure that the solutions provided meet their expectations.

Share a specific situation where you listened to customer feedback, implemented changes based on that feedback, and communicated the results back to the customer, thereby demonstrating your commitment to continuous improvement.

Discuss your emotional intelligence and approach in calming frustrated customers, emphasizing your commitment to listening empathetically, acknowledging their concerns, and working collaboratively to find a solution.

Mention the CRM, ticketing systems, or helpdesk software you have experience with, and discuss how these tools help streamline customer support and improve response times.

Explain your methods for staying updated on industry trends, such as attending conferences, following relevant publications, or networking with other professionals in the field.

Express your passion for customer support and your enthusiasm for working with hoteliers, and relate this to Exely's mission and your desire to contribute to a team that values innovation and collaboration in the hospitality sector.

Share a specific example where you effectively communicated technical information to a customer and helped them resolve the issue, showcasing your problem-solving skills and technical knowledge.

Discuss essential qualities such as strong communication skills, patience, empathy, problem-solving abilities, and a proactive mindset, and explain why these attributes are critical for success in this role at Exely.