Customer Service Agent – Dedicated Overnight

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Cloud5 Communications

WebsiteLinkedInAll Job Openings

501 - 1000 employees

📡 Telecommunications

🤝 B2B

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.

📋 Description

• 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 • Other responsibilities may be assigned based on business needs

🎯 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)

🏖️ Benefits

• Shift premium for hours worked between 9 PM – 6 AM • Referral bonus up to $500 • Performance-based bonuses (quality & sales) • 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