Job Description
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.
Excellent opportunity for a Bilingual (English/Spanish) position with Cloud5
***Work from home opportunity. Candidates must have a dedicated, private home workspace with reliable high-speed internet connection. This will be evaluated during the interview process.
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. 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 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.
Qualifications
Exceptional communication skills both written and verbal
Proficient customer service style that flexes according to level of Hotel Tier
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 Tourism/Hospitality experience would be an asset
Must 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, ****** 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 platform
You 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 service
Cross reference the recruiter’s name and contact information on LinkedIn or by contacting [email protected]
If you are still unsure call 1 (877) 241-2516
Excellent opportunity for a Bilingual (English/Spanish) position with Cloud5
***Work from home opportunity. Candidates must have a dedicated, private home workspace with reliable high-speed internet connection. This will be evaluated during the interview process.
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. 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 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.
Qualifications
Exceptional communication skills both written and verbal
Proficient customer service style that flexes according to level of Hotel Tier
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 Tourism/Hospitality experience would be an asset
Must 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, ****** 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 platform
You 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 service
Cross reference the recruiter’s name and contact information on LinkedIn or by contacting [email protected]
If you are still unsure call 1 (877) 241-2516
💡 Quick Summary
Seeking a career-building opportunity? The Customer Service Agent - Spanish/English Bilingual position is now open for candidates interested in the Customer Care Executive sector. This role in Saint John offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Customer Care Executive is a plus.
