Client Service Manager

Exely is a global IT company specialising in online solutions and websites for the 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.

We are looking for 02 Client Service Managers based in Vietnam or Malaysia to help us increase our customer retention rate and help up-selling and cross-selling products.

Key Responsibilities

Retention:

• Work on retention cases in collaboration with the Customer Success Manager (CSM) and Retention team.
• Act as the point of contact for customer complaints and escalate issues as appropriate.
• Schedule regular meetings with customers to ensure their satisfaction and address any concerns.

Upsells and Cross-sells:

• Identify opportunities to up-sell or cross-sell services and products to existing customers.
  Work closely with middle and sm...