Customer Service Agent - Bilingual

Paycom - ATS; Canada; Remote; CAD 19,000 - 27,000; Full time

Benefits offered by this job

Referral bonus up to 500

Medical & vision after 3 months

Dental after 6 months

RRSP & TFSA options after 6 months

Job summary

Cloud5 Communications is seeking a Customer Service Agent to support guests by phone and email, handling hotel reservations with a focus on upselling upgrades and promotions. A dedicated quiet workspace and company-provided equipment are required, with high-speed wired internet and compliant setup.

The role emphasizes professionalism, accuracy, and a sales-driven mindset. The position is remote, with training and procedures provided.

Qualifications

• Strong written and verbal communication skills.
• Customer-focused mindset with ability to adapt service style.
• Sales-oriented approach with ability to convert conversations into bookings.

Responsibilities

• 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.
• Document customer information across multiple booking systems.
• Follow established call flows and sales processes to meet performance metrics.
• Identify sales opportunities and overcome objections to close bookings.
• Maintain up-to-date knowledge of client promotions and offerings.

Job description

About the CompanyCloud5 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.Position SummaryWork from HomeAs 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.A dedicated, quiet, and private workspace with a door is required, along with an ergonomic desk and chair. Company-provided equipment must be plugged into a surge protector and hard-wired to a modem with high-speed internet (no Wi-Fi or extenders).Workspace setup and internet speed will be assessed for compliance.What You’ll Do (Essential Responsibilities)Respond to guest inquiries via phone and email with professionalism and efficiencyAssist customers with booking, modifying, and canceling hotel reservationsPromote available upgrades, offers, and services to enhance the guest experienceAccurately document customer information across multiple booking systemsFollow established call flows and sales processes to meet performance metricsIdentify sales opportunities and confidently overcome objections to close bookingsMaintain up-to-date knowledge of client promotions and offeringsRepresent the client’s brand with a high level of professionalismUse tools such as soft phones, email, web browsers, and internal systemsComplete all assigned training and stay current on procedures and expectationsWhat You’ll Bring (Required Qualifications)Strong written and verbal communication skillsCustomer-focused mindset with the ability to adapt service style as neededSales-oriented approach with the ability to convert conversations into bookings (preferred)Fluency in English and SpanishStrong organizational, problem-solving, and multitasking abilitiesAbility to work in a fast-paced, metric-driven environmentTeam-oriented attitude with solid interpersonal skillsProficiency with basic computer applications and web-based systems such as Outlook and MS SuiteHigh school diploma or equivalentAbility to pass a criminal record checkMust be legally entitled to work in Canada (citizen or permanent resident)What You’ll Bring (Preferred Qualifications)Previous experience in a call center, sales, or hospitality environment (asset)Compensation & Benefits$16.40/hourShift premium for hours worked between 9 PM – 6 AMReferral bonus up to $500Performance-based bonuses (quality & sales)Medical & vision after 3 monthsDental after 6 monthsRRSP & TFSA options after 6 months (Manulife)Company RRSP match (up to 3%) after 1 yearOptional critical illness coverageCloud5 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 [e-mail] you are still unsure call 1 [phone]