Customer Service Agent – Spanish/English Bilingual

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October 24

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Cloud5 Communications

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Telecommunications • B2B

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.

501 - 1000 employees

📡 Telecommunications

🤝 B2B

📋 Description

• 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

🎯 Requirements

• Exceptional communication skills both written and verbal • Proficient customer service style that flexes according to level of Hotel Tier • Experience converting the conversation into a sale/booking considered an asset • 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 • Previous Call Centre, Sales, and/or Tourism/Hospitality experience would be an asset • Must be legally entitled to work in Canada (Canadian citizen, permanent resident).