Travel Customer Service Agent

Paycom - ATS; Toronto; On-site; CAD 29,000 - 30,000; Full time

Benefits offered by this job

Shift premium for nights (9 PM – 6 AM)

Referral bonus

Performance-based bonuses

Medical & vision coverage after 3 mo

Dental after 6 mo

RRSP & TFSA options after 6 mo

Company RRSP match

Critical Illness Coverage

Job summary

Cloud5 Communications is seeking an entry-level Travel Consultant to work onsite in Toronto, delivering exceptional service to premium Card Members. You will assist with travel needs, modify itineraries, and offer tailored hotel, dining, car rental, and airfare recommendations while aligning with benefit entitlements.

The role requires proactive problem solving, reliability, and a strong commitment to elevated, white-glove service.

Qualifications

• Exceptional communication skills both written and verbal.
• Proven ability to break down complex issues into manageable parts to find logical solutions for the customer.
• A passion for building customer loyalty through active listening, rapport, and exceptional customer care.
• Experience in assisting high value clients with resilient service.
• Empathetic and extraordinary customer service under pressure.

Responsibilities

• Deliver efficient, accurate and personalized customer service via in-bound call servicing.
• Adhere to regulatory requirements with training.
• Investigate and provide solutions for complex scenarios.
• De-escalate customer stress during unforeseen travel situations.
• Understand customer needs to deliver a personalized experience.
• Plan and modify travel itineraries, including domestic and international flights, cars and hotels.
• Educate customers on benefits, products, and self-service options.
• Prioritize the customer experience and follow up.

Skills

Communication skills

Active listening

Customer service

Resilience under pressure

Problem solving

Technical aptitude

Flexible shifts

Education

High School diploma

Tools

Microsoft Office

Job description

Job Details: Level: Entry, Job Location: Toronto, ON M9C 5L6, Position Type: Full Time, Education Level: High School, Salary Range: $22.00 - $22.00 Hourly, Job Shift: Any, Job Category: Telecommunications, 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 onsite

The Cloud5 Travel Consultant provides exceptional service to our client's premium Card Members, delivering a seamless and personalized travel experience. This role is responsible for assisting with a variety of travel needs, including modifying existing itineraries, coordinating new travel arrangements, and offering tailored recommendations for hotels, dining, car rentals, and airfare.

As a trusted resource, the Travel Consultant maintains a strong understanding of the client’s benefits program, ensuring all recommendations and solutions are aligned with each Card Member’s preferences and entitlements. The role requires a proactive approach to resolving customer concerns, enhancing the overall service experience, and reinforcing the client’s brand through consistent, high-quality interactions and thoughtful follow-up.

Successful candidates demonstrate adaptability, reliability, and a keen attention to detail, along with a strong commitment to delivering elevated, white-glove customer service. This position plays a key role in driving customer satisfaction and loyalty through every interaction.

What You’ll Do (Essential Responsibilities)

• Deliver efficient, accurate and personalized customer service via in-bound call servicing
• Accurately and consistently adhere to regulatory requirements emphasized in the training journey
• Investigate and provide necessary solutions for complex scenarios
• De-escalate a customer's stress when unforeseen travel situations arise
• Consult and understand customer needs to deliver a personalized experience
• Plan, modify, and carry out personalized travel itineraries, through booking domestic and international flights, car and/or hotel travel arrangements
• Educate customers on benefits, product offerings, and self-service options relevant to the customer’s travel needs
• Put the Customer's experience at the forefront of everything we do, earning their dedication
• Complete all assigned training as necessary
• Other Duties: We expect this role to evolve. Other responsibilities may be assigned based on business needs.

Qualifications: What You’ll Bring (Required Qualifications)

• Exceptional communication skills both written and verbal
• Proven ability to break down complex issues into manageable parts to find logical solutions for the customer
• A passion for building customer loyalty through active listening, building rapport, and providing exceptional customer care
• Experience in demonstrating resiliency in assisting a high value client base
• Proven ability to provide extraordinary and empathetic customer service
• Resilient and composed under pressure and constantly evolving circumstances
• A systematic approach to solving complex problems by gathering and capturing the correct details
• Technically proficient and experienced with computer applications and personal devices, with the ability to navigate PC and basic Microsoft Office tools with ease
• Flexibility to work all shifts, including nights, weekends and holidays
• Must consent to and pass a background 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

• $21/hour
• Shift premium for hours worked between 9 PM – 6 AM (local time)
• Referral bonus up to $500
• Performance-based bonuses paid quarterly
• 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 (Allstate)

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.