travel consultant

customer service representative

call center representative

agent de voyage

bilingual customer service associate

Cloud5 Communications

When I joined this company it was to young to have made any of the typical mistakes. There was a proper corporate ladder with educated and experienced leaders. The supervisors were your typical morons but they had good assistants to carry their weight.

Now the company policy dictates that new hires were to recieve 8 training sessions in their first month and 6 every continuing month. In my first 30 days I was given 1 session.... Another full 30 days passed before an assistant panicked and ran 8 QA sessions in one sitting. These were backdated and reflective of errors already corrected, tanking my stats even after correcting my own errors with no help. This continued. 

When the first round of "promotions" came around, I was given the promotion in writing. Two weeks pass and I had to reach out to find that I'd been removed from that promotion. While others, with far inferior metrics advanced. Mildly infuriating but I was guaranteed that next time I'd have a spot.

Mandatory overtime plus the worst shift possible(I took because "We're a team") was slogged through until round two. In a shift where the average agent converted high 20 to low 30% sales, I was converting 50%+ in any given month. Still with no coaching. 

As word spread of others(those performing not even half as well as I had been) receiving start dates for the promoted positions, I reached out again as I had not only been guaranteed the next spot but also earned it by far outperforming my co-workers.

I was again told "Oops...Sorry, we promise next time."
I escalated my concerns and with more mandatory overtime and every single person questioning me on the regular as to why I remained in the lowest position....I snapped. I tried to drag my heels and perform poorly but I still surpassed the majority of employees but again received promises of the situation being fixed "next time".

"Next Time" came again and it was the last straw. Another bologna excuse made and I took a month off. I have since not been paid for hours worked(which they seem to do a lot to agents final pays) and found the real reasons for being constantly overlooked was discriminatory. 

These are the worst kinds of people and they have in less than one year lost or terminated every person with any ability to successfully run this place and it shows.

I can not emphasize how much I would caution any employment with these lot. They are disgusting. 

PROS:
I work at the Saint John location. The environment is calm and welcoming. The job as far as to a Call Center is a decent job. 

There is an active Social Committee that attempts to keep regular events going for the employees. Also, the people that operate the Committee seem to take a genuine interest in what they do.

The Pay Rate and Benefits are among the highest in the Saint John area (When it comes to Call Centers) Offering decent bonuses as well (Though can be difficult to obtain and are often very delayed)

Scheduling is well done and Fairly calculated. There seems to be no bias or favoritism played when this is done. As well the shifts are good shifts. Offering plenty of variety for all styles of life. With a wider variety on the horizon. 

CONS:
Management is lacking at least when it comes to being a basic agent. They promote individuals who excel at the Job itself rather than focusing on those who have Leadership capabilities (Proverbial "Yes Men" seem to be the Personality of choice). The approach or "Style" of management also leaves much to be desired. With their excuse being that they take a more hands-off approach. This offers very little interaction with your direct Leader and lessens the experience. Upper Management seems to run fairly smoothly as you often don't see Hiccups in the Day to Day. 

The overall Office Equipment is improving but you are often left with old-style monitors, Warn out keyboards, Chairs that are well past their prime. None that have full back support. Office space is continually shrinking with the greed of forcing more and more desks in to fit more agents with tinier and tinier desks. As well the "Esthetic" of the work environment is dim and set with dark colors. 


Overall Cloud5 offers a fair job and place of employment for those who need something to hold them over. As it currently stands. The Saint John location is uninterested in Career-minded individuals.

Working at Cloud 5 "Communications" is a waste of time for many reasons, primarily owing to the fact that they are indeed terrible at actual communication for a company with that term in their branding. Management is solely to blame here; as a former employee, my co-workers were amazing, but management is con stantly letting us down. Amongst other things, there is no feeling of preparedness after a very brief on-the-job training. Once you're on the call floor proper, management constantly changes what they want from you. As a career call centre employee, I understand that this can sometimes come with the territory, butit felt especially heinous at Cloud5, so much so that it was hard to keep track of day-t-day guidelines. The team leads can be contradictory themselves; one day praising you, and another day pushing and pushing (and pushing x20) for sales. This comes with the job, as I've seen it in other call centers I've worked at, but Cloud5's team leads came off as a bit too austentacious with their attitudes. 
Also, as a WFH (work from home) agent, I didn't feel especially involved or part of the team. I'd only met my OM once before I was fired 

Trying to book time off is akin to pulling teeth. I was given a day off as a "one time courtesy" for a medical appointment. I was anxiety-ridden over this appointment, and their verbiage suggests I won't be as lucky next time I need a day off for an appointment, or, say, a family emergency. Life happens people, just not at Cloud5. 

Office politics and favouritism were rampant. Prize draws were constantly awarded to the same few agents, time after time, to the point the average employee would take notice. These were clear favourites, undoubtedly. 

The hardest part of the job was management and their cut-throat approach to profit. Putting profit over people is never what good management should do.

In short, don't waste your time.

 

Typical call centre in a lot of ways, even as a Travel Consultant. Management (direct superiors) are helpful, supportive and do care for you, your success and how to get you there. They're there to walk you through some odd, stressful situations. 
The customers can and will be RUDE, followed by difficult work systems and supremely unhelpful coworkers in other departments you'll have to deal with.
Customers can be RUDE (Americans) and the company does a good job of allowing you to enforce civility on the line in difficult circumstances. You're dealing with people and their travel, and the majority is stressed, snippy and/or unpleasant and entitled.
Statistics are INCREDIBLY important in order to be able to get what you want-WFH. There is NO leeway, since this company is a contractor hiring on behalf of a larger company with a lot of power. 
You don't do much genuine travel consulting, people usually decide by themselves and call you to book in order to be able to contact someone to help if something goes wrong, and trust me, things go wrong a lot.
Other agents will be another difficulty, with agent error calls being some of the hardest you'll ever take, as well as your own ownership of mistakes. 
In training you're told customer service is incredibly important but only so far as statistics aren't negatively affected.
The personality type best suited to doing this job is someone detail-oriented (double, triple check), cool under pressure and stress, quick on their feet and able to sympathize without being personally affected. Keep in mind, all mistakes you make will fall on you personally, so be careful and meet minimum expectations to keep yourself covered.

A typical day depended heavily on the department. In digital support, the work was paced, focused, and rewarding—we handled complex email-based issues with attention to detail and were supported by an engaged management team. After being reassigned to frontline voice support due to a department closure, the pace changed drastically, support became more distant, and hours were restricted, impacting work-life balance significantly.

I learned how to self-manage in a remote setting, how to adapt workflows for digital and live communication styles, and how to proactively respond to coaching. Management varied—some team leads were incredibly hands-on and invested in my success, others were less equipped when the structure collapsed. Communication from upper leadership lacked transparency, especially during major operational shifts.

The workplace culture started strong: there was collaboration, social connection, and mutual support among colleagues. But after executive and structural changes, morale declined, and many of us felt undervalued.

The hardest part was navigating instability and sudden policy shifts, especially while managing personal challenges. The most enjoyable part was the feeling of mastery in digital support, solving real issues, and being part of a close-knit, high-performing team.

Absolutely terrible place to work. The pay might seem tempting compared to other places but it's not worth it at all. 
Management had no idea what they were doing most of the time and the supervisors were constantly unavailable to help with things. 
Incredibly high stress rates that just tanked my mental health quickly. I was overworked constantly, with management continuing to increase call volume despite people complaining about how hard it was.
Supervisors never got onto calls to help with the backflow despite constantly promising they did help.
They changed the specifics of the job randomly and gave only a day notice about it, with one week's grace period to suddenly have way more responsibilities than were agreed upon at hiring.
If you're not treated as disposable you're treated like a child who can't be left to themselves. They provide TVs to watch but you can only watch children's programming, so it's just insulting and boring to turn anything on.
They don't care if you rely on public transportation and therefore sometimes have difficulty getting into the office.
We were told expressly to LIE to customers when they were asking us if places were safe and clean and we knew they weren't. We also weren't supposed to even tell people the total of their stays until the recap after their card info was taken, where we could tell them the total with taxes.
Scummy company that doesn't know what it's doing most of the time.

*I will come back to update.

I enjoyed all my time spent at Cloud5. Calling is a difficult job. Not all will enjoy. That's okay. Find your tribe. 

I think, Cloud5 does a great job at it's intention to provide a health and inclusive workplace environment.

Rating a 4 because I would rate a 6 however;

The salary is slightly less than other calling travel jobs by a few quid. The job security is based on calling score results which are subject to both recording and opinion. Hours are irregular for the most part yet on a monthly basis. Having to be responsible for time clock every walk away is the biggest annoyance - this is usually something another department takes care of but here, it is the Rep responsibility. Little things that add up. 

This is why I gave a four star. 

I'm going to list a few reasons to not work here, but the biggest one for me is this company equates working from home with being lazy.  Want to get promoted as a WFH agent here? Good luck! They will not value anything you do, pile more work onto you, and then praise the onsite employees for doing the bare minimum. 

They pay WFH employees an entire dollar less an hour for doing the same work, (if not MORE than the onsite employees). On top of that, onsite employees get preference for choosing their shifts. They call these "incentives" for working onsite, but in reality it just makes the WFH employees feel undervalued just for being home.

Different TLs will give you different answers to the same questions, so you're constantly being told that what you're doing is wrong - even though you were told 5 minutes ago by another TL to do it.

Your employment status has far too much to do with how other people do THEIR work which I was not comfortable with. TL didn't assign your case on your day off? Sorry! Bad survey for you. They wont remove it from your record either, and will 100% be held against you when it comes time for shift bidding. 

All in all, it's a mess with a lot of favoritism. I loved this job, but ultimately left due to constantly being confused with changing/inaccurate information, workplace culture and feeling undervalued. 

This job is very demanding, but good and bad.  
1st off - very old tech, very slow and frustrating.  
2nd - you are always guilty until you prove you are innocent.  
3rd - very little if any actual useful feedback and examples to use to succeed.  
4th - team leads rarely show that they can do the job and any coaching sessions are on the floor, in the open for all to hear and see.  
5th Incentives - please.  if the site does not make it's #'s and you did, well too bad - you get nothing. 
6th - a few TL's really want you to succeed, but it's an uphill battle.  7th - you get ONE bad survey even if you did everything right...it takes 6 more good ones just to get back to zero and you will get let go after too many bad surveys. 
8th - Senior agents are really good to use for learning...use them, but you still need to actually retain stuff yourself.  
9th - hours are based on stats - you suck, you work night / you do well, you work days / you whine and complain and get Dr's notes, friends with management, you're always a victim etc, you work days.
10th - pay is actually pretty good.
It's a call centre, you will have cliques, you will have stats to do, you will have fun, you will have bad days - it is what YOU make it.  Always know your stats, always know what you need to get done, and fight to get the help you need.

The most discouraging employer I’ve ever worked for. You won’t get enough training. you’ll be criticized for doing your best if your best doesn’t fall in line with managers bonus targets. You’ll be promised the most luxurious vacations and big quarterly bonuses as a perk but, if you’re like me and give your clients you’re all by always doing right by them without ever making them feel like a burden, you won’t meet ALL of the very unrealistic targets that they set.  

Show up on time then kiss corporate cheeks all day and you’ll do well but if you’re not handpicked as one of the favorites by management you can expect unpleasant coaching sessions, zero recognition for doing quality work and endless write ups leading to being fired while others are praised for doing lower quality work and missing more time. 

Personally I was like girl for absenteeism while some of my coworkers who have missed as much or more time than me don’t even have a verbal warning during the calendar year. The scheduling is transparent meaning you can see all of your coworker schedules. It was very easy to see and track the favoritism when it came to missed time, overtime, etc. 

0/10 company run by 0/10 humans. Do NOT recommend working for this dumpster fire of disappointments. 

Top Job Titles	Average salary
Travel consultant 14 salaries reported	$21.14 per hour
Customer service representative 18 salaries reported	$16.53 per hour
Call center representative 2 salaries reported	$21.50 per hour
Agent de voyage 2 salaries reported	$21.50 per hour
Bilingual customer service associate 1 salary reported	$17.00 per hour

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