About the Company
Cloud5 Communications delivers exceptional customer experiences through managed IT services (MSP), innovative high-speed internet and network managed services, cloud-based telephony solutions, and contact center services for the hospitality industry. We combine cutting-edge technology with hospitality expertise to help the world’s leading brands deliver outstanding guest experiences.
Work from Home
As a Customer Service Agent, you will support guests by phone and email, helping them book, modify, or cancel hotel reservations. You will deliver high-quality customer experiences while identifying opportunities to enhance each stay through upgrades and promotions. This role requires strong communication skills, attention to detail, and a sales-focused mindset, with a goal of converting each interaction into a successful booking.
-
Respond to guest inquiries via phone and email with professionalism and efficiency
- Assist customers with booking, modifying, and canceling hotel reservations
- Promote available upgrades, offers, and services to enhance the guest experience
- Accurately document customer information across multiple booking systems
- Follow established call flows and sales processes to meet performance metrics
- Identify sales opportunities and confidently overcome objections to close bookings
- Maintain up-to-date knowledge of client promotions and offerings
- Represent the client’s brand with a high level of professionalism
- Use tools such as soft phones, email, web browsers, and internal systems
- Complete all assigned training and stay current on procedures and expectations
We expect this role to evolve. Other responsibilities may be assigned based on business needs.
-
Strong written and verbal communication skills
- Customer-focused mindset with the ability to adapt service style as needed
- Sales-oriented approach with the ability to convert conversations into bookings (preferred)
- Fluency in English (Spanish/English bilingual is an asset)
- Strong organizational, problem-solving, and multitasking abilities
- Ability to work in a fast-paced, metric-driven environment
- Team-oriented attitude with solid interpersonal skills
- Proficiency with basic computer applications and web-based systems such as Outlook and MS Suite
-
High school diploma or equivalent
- Ability to pass a criminal record check
- Must be legally entitled to work in Canada (citizen or permanent resident)
-
Previous experience in a call center, sales, or hospitality environment (asset)
