Customer Service Agent - Bilingual

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.

Position Summary

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.

A dedicated, quiet, and private workspace with a door is required, along with an ergonomic desk and chair. Company-provided equipment must be plugged into a surge protector and hard-wired to a modem with high-speed internet (no Wi-Fi or extenders).

Workspace setup and internet speed will be assessed for compliance.

What You’ll Do (Essential Responsibilities)

• 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

What You’ll Bring (Required Qualifications)

• 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 and Spanish
• 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)

What You’ll Bring (Preferred Qualifications)

• Previous experience in a call center, sales, or hospitality environment (asset)

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Compensation & Benefits

• $16.40/hour
• Shift premium for hours worked between 9 PM – 6 AM
• Referral bonus up to $500
• Performance-based bonuses (quality & sales)
• Medical & vision after 3 months
• Dental after 6 months
• RRSP & TFSA options after 6 months (Manulife)
• Company RRSP match (up to 3%) after 1 year
• Optional critical illness coverage

Cloud5 Communications is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law.

We will never request a fee or payment from candidates. Please do not provide any personal or financial information to anyone you suspect of recruitment fraud.

How to Identify Recruitment Fraud:

• You receive a message on WhatsApp or another online messaging platform
• You are asked to provide a fee or payment (we will NEVER request payment from candidates)
• Our email communication will only ever come from a @Cloud5.com domain or @msg.paycomonline.com domain. We will never contact you through Gmail or any other free online mail service
• Cross reference the recruiter’s name and contact information on LinkedIn or by contacting [email protected]
• If you are still unsure call 1 (877) 241-2516