Customer Service Agent - Shared

## Description

***P******lease note - Cloud5 Communications cannot hire anyone on a Work Permit at this time due to Immigration rules. Specifically, we have reached the 10% maximum workforce on work permit rule. Should we fall below 10% we will remove this notation and open hiring to all.***

**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

### **Other Duties**
We expect this role to evolve. Other responsibilities may be assigned based on business needs.
## Qualifications
### **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 (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)

### **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