Customer Service Agent - Bilingual

Paycom - ATS; Siksiká #146, Alberta; Remote; CAD 20,000 - 28,000; Full time

Benefits offered by this job

Shift premium for nights

Medical & vision benefits

Dental after 6 months

RRSP & TFSA options

Company RRSP match

Referral bonus

Job summary

Cloud5 Communications is hiring a Customer Service Agent to support hotel guests by phone and email, handling bookings, modifications, and cancellations with a focus on upselling upgrades and promotions.

The role requires bilingual English/Spanish communication, strong attention to detail, and a sales-oriented mindset. A dedicated home workspace and high-speed internet are required for the remote setup.

Qualifications

• Fluency in English and Spanish is required.
• High school diploma or equivalent is mandatory.
• Ability to pass a criminal record check and work legally in Canada.

Responsibilities

• Respond to guest inquiries via phone and email with professionalism and efficiency.
• Assist customers with booking, modifying, and cancelling hotel reservations.
• Promote upgrades and services to enhance guest experiences and drive bookings.
• Document customer information across booking systems accurately.
• 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.
• Represent the client’s brand with a high level of professionalism.

Skills

Bilingual English/Spanish

Sales oriented

Customer focus

Strong communication

Multitasking

Detail oriented

Education

High school diploma or equivalent

Tools

Outlook

MS Suite

Job description

Job Details: Job Location: NA, NB A1A 1A1, Salary Range: $17.40 - $17.40 Hourly, 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.

Position Summary

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.

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 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

Customer Service Agent - Bilingual Spanish/English: What You’ll Bring (Required Qualifications)

• 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 and Spanish
• 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
• High school diploma or equivalent
• Ability to pass a criminal record check
• Must 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/hour
• Shift premium for hours worked between 9 PM – 6 AM
• Referral bonus up to $500
• Performance-based bonuses (quality & sales)
• Medical & vision after 3 months
• Dental after 6 months
• RRSP & TFSA options after 6 months (Manulife)
• Company RRSP match (up to 3%) after 1 year
• Optional critical illness coverage

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.