Please 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.Customer Service Agents answer phones 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. Customer Service 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 DutiesField calls/contacts from Guests via voice / email methodsRepresent the client and protect the client’s brand with exceptional professionalismBook and promote reservation servicesAnswer any questions customers might have about the reservation processBook hotel reservations in multiple, online systemsOvercome booking objections, assume, and close the bookingFollow the approved call/sales flow to meet department sales metricsUnderstand the sales chance on each call and meet conversion sales metricsUse standard technology: Soft-phones, e-mail, webcam, and web browsersMaintain up-to-date knowledge of client promotionsComplete all assigned training as necessaryThe 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.QualificationsExceptional communication skills both written and verbalProficient customer service style that flexes according to level of Hotel TierExperience converting the conversation into a sale/booking considered an assetMust be able to speak and read English fluentlyHave excellent interpersonal skills and the ability to organize simultaneous tasksExcellent organizational, problem solving and decision-making skillsAbility to work in a fast-paced environment with tight deadlinesAbility to work as a member of a teamHigh School diploma or equivalentMust consent to and pass a criminal record checkPrevious Call Centre, Sales, and/or Tourism/Hospitality experience would be an assetMust be legally entitled to work in Canada (Canadian citizen, permanent resident)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 platformYou 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 serviceCross reference the recruiter’s name and contact information on LinkedIn or by contacting [email protected] you are still unsure call 1 (877) 241-2516Work Location: Remote
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📌 Customer Service Agent - Shared (Ontario)
🏢 Paycom - ATS
📍 Ontario