Chat Consultant – Dedicated Evenings

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Cloud5 Communications

WebsiteLinkedInAll Job Openings

501 - 1000 employees

🏨 Hospitality

💼 Consulting

📦 Logistics

Hospitality • Consulting • Logistics

Cloud5 Communications is a hospitality-focused technology and managed services provider that designs, deploys, and supports hotel IT systems including high-speed internet/Wi‑Fi, SD‑WAN, voice systems (hosted and on‑prem PBX, SIP trunking), contact center solutions, and 24/7 multi-vendor managed IT support. With a 20‑year track record and partnerships with major hotel brands, Cloud5 helps hotels achieve brand compliance, infrastructure transformation, cost reduction, and improved guest and contact-center experiences.

📋 Description

• Manage multiple customer interactions across chat and phone channels • Deliver personalized premium service through chat, email, and phone • Research and recommend travel, dining, entertainment, and lifestyle experiences • Coordinate reservations for restaurants, hotels, flights, ground transportation, chauffeured services, concerts, and special events • Identify and provide exclusive benefits, upgrades, and tailored recommendations • Communicate with customers, vendors, partners, and service providers to fulfill requests and resolve issues • Maintain current knowledge of destinations, restaurants, events, travel trends, and lifestyle offerings • Manage and de-escalate customer concerns, including unexpected travel disruptions and time-sensitive situations • Meet service-level expectations for response times, call handling, follow-up commitments, and white-glove service standards • Address objections empathetically while presenting alternative solutions • Follow compliance procedures and reservation protocols • Use chat platforms, soft-phone systems, email, web browsers, and other digital tools • Stay informed about program enhancements, promotions, policies, procedures, and service updates

🎯 Requirements

• Proven ability to deliver premium customer service through written and verbal communication • Strong written and verbal communication skills in English • Ability to interpret customer tone and needs and provide personalized, empathetic support • Interest in travel, lifestyle services, dining, and global destinations • Strong computer proficiency and ability to navigate multiple systems simultaneously • Excellent problem-solving, time management, prioritization, and multitasking skills • Resilient, adaptable, and composed in complex situations and changing priorities • Strong interpersonal and consultative skills, with ability to make recommendations and build rapport • High integrity and discretion when handling sensitive customer information • Experience in travel, hospitality, luxury customer service, concierge services, or sales preferred • Experience with dining reservation platforms and/or Global Distribution Systems (GDS) is an asset • Flexibility for evenings, overnights, weekends, and holidays • High School diploma or equivalent • Must consent to and pass a background check • Must be legally entitled to work in Canada as a Canadian citizen or permanent resident

🏖️ Benefits

• Complete all required training programs and professional development activities • Exclusive benefits and upgrades provided to customers as part of the service offering