Customer Service Agent - Spanish/English Bilingual

Cloud5 Communications•City of Saint John, NB

1d•Remote

About The Position

Excellent opportunity for a Bilingual (English/Spanish) position with Cloud5 Work from home opportunity. Candidates must have a dedicated, private home workspace with reliable high-speed internet connection. This will be evaluated during the interview process. PURPOSE Customer Service Agents answer phones, chats, or emails to assist customers in booking suitable hotel reservations. They accurately record customer information, and, if applicable, advise customers about available upgrades or specials that may enhance their experience. Customer Service Agents help customers alter or cancel reservations, as necessary. The ideal candidate has impeccable phone and email manners, strong communication and customer service skills, and keen attention to detail. In addition, the ideal candidate has a sales mindset and assumes there is potential to close each and every call with a booking.

Requirements

Exceptional communication skills both written and verbal
Proficient customer service style that flexes according to level of Hotel Tier
Must be able to speak and read English fluently
Have excellent interpersonal skills and the ability to organize simultaneous tasks
Excellent organizational, problem solving and decision-making skills
Ability to work in a fast-paced environment with tight deadlines
Ability to work as a member of a team
High School diploma or equivalent
Must consent to and pass a criminal record check
Must be legally entitled to work in Canada (Canadian citizen, permanent resident)

Nice To Haves

Experience converting the conversation into a sale/booking considered an asset
Previous Call Centre, Sales, and/or Tourism/Hospitality experience would be an asset

Responsibilities

Field calls/contacts from Guests via voice / chat / email methods
Represent the client and protect the client’s brand with exceptional professionalism
Book and promote reservation services
Answer any questions customers might have about the reservation process
Book hotel reservations in an easy, online system
Overcome booking objections, assume, and close the booking
Follow the approved call/sales flow to meet department sales metrics
Understand the sales opportunity on each call and meet conversion sales metrics
Use standard technology: Soft-phones, e-mail, webcam, and web browsers
Maintain up-to-date knowledge of client promotions
Complete all assigned training as necessary