Customer Service Agent

Please note - Cloud5 Communications cannot hire anyone on a Work Permit at this time due to the recent changes 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.

PURPOSE                                                                             

Customer Service Agents answer phones, chats, or emails to assist customers in booking suitable hotel reservations. They accurately record customer information, and, if applicable,  advise customers about available upgrades or specials that may enhance their experience. Reservations Agents help customers alter or cancel reservations, as necessary. The ideal candidate has impeccable phone and email manners, strong communication and customer service skills, and keen attention to detail.  In addition, the ideal candidate has a sales mindset and assumes there is potential to close each and every call with a booking.

Responsibilities and Duties

• Field calls/contacts from Guests via voice / chat / email methods


• Represent the client and protect the client’s brand with exceptional professionalism


• Book and promote reservation services


• Answer any questions customers might have about the reservation process


• Book hotel reservations in an easy, online system


• Overcome booking objections, assume, and close the booking


• Follow the approved call/sales flow to meet department sales metrics

• Understand the sales opportunity on each call and meet conversion sales metrics


• Use standard technology: Soft-phones, e-mail, webcam, and web browsers


• Maintain up-to-date knowledge of client promotions


• Complete all assigned training as necessary

The above statements describe the general nature and level of work being performed.  This is not intended to be an exhaustive list of all responsibilities and duties required.

• Exceptional communication skills both written and verbal


• Proficient customer service style that flexes according to level of customer


• Experience converting the conversation into a sale/booking considered an asset


• Must be able to speak and read English fluently


• Have excellent interpersonal skills and the ability to organize simultaneous tasks


• Excellent organizational, problem solving and decision-making skills


• Ability to work in a fast-paced environment with tight deadlines


• Ability to work as a member of a team


• High School diploma or equivalent


• Must consent to and pass a criminal record check


• Previous Call Centre, Sales, and/or event planning experience would be an asset


• Must be legally entitled to work in Canada (Canadian citizen, permanent resident)