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.
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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.
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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
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High school diploma or equivalent
- Ability to pass a criminal record check
- Must be legally entitled to work in Canada (citizen or permanent resident)
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Previous experience in a call center, sales, or hospitality environment (asset)
Compensation & Benefits
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$16.40/hour
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Shift premium for hours worked between 9 PM – 6 AM
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Referral bonus up to $500
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Performance-based bonuses (quality & sales)
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Medical & vision after 3 months
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Dental after 6 months
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RRSP & TFSA options after 6 months (Manulife)
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Company RRSP match (up to 3%) after 1 year
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Optional critical illness coverage
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You receive a message on WhatsApp or another online messaging platform
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You are asked to provide a fee or payment (we will NEVER request payment from candidates)
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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
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Cross reference the recruiter’s name and contact information on LinkedIn or by contacting [email protected]
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If you are still unsure call 1 (877) 241-2516
