Customer Service Agent - Shared

Cloud5 Communications•City of Saint John, NB

10d•Remote

About The Position

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. 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.

Requirements

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 (Spanish/English bilingual is an asset)
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)

Nice To Haves

Previous experience in a call center, sales, or hospitality environment (asset)

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