Customer Service Agent - ESA

Paycom - ATS; Canada; Remote; CAD 22,000 - 30,000; Full time

Benefits offered by this job

Company-provided equipment

Job summary

Cloud5 Communications is seeking a Customer Service Agent to support guests by phone and email, helping them book, modify, or cancel hotel reservations from a home-based setup in Canada. You will deliver high-quality service while identifying opportunities to upgrade stays and promote promotions.

This role requires strong communication, attention to detail, and a sales-focused mindset, with a dedicated, quiet workspace, an ergonomic desk and chair, and company-provided equipment wired to a

Qualifications

• Excellent written and verbal communication in English.
• Customer-focused with ability to adapt service style.
• Sales-oriented with ability to convert conversations into bookings.
• Ability to work in fast-paced, metric-driven environment.
• Legally entitled to work in Canada.

Responsibilities

• Respond to guest inquiries via phone and email with professionalism and efficiency.
• Assist customers with booking, modifying, and canceling hotel reservations.
• Promote upgrades, offers, and services to enhance the guest experience.
• Document customer information across multiple booking systems.
• Follow call flows and sales processes to meet performance metrics.
• Identify sales opportunities and overcome objections to close bookings.

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 expectationsOther DutiesWe expect this role to evolve. Other responsibilities may be assigned based on business needs.What 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 (Spanish/English bilingual is an asset)Strong 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)