Customer Service Agent - Shared

Please note - Cloud5 Communications cannot hire anyone on a Work Permit at this time due to Immigration rules. Specifically, we have reached the 10% maximum workforce on work permit rule. Should we fall below 10% we will remove this notation and open hiring to all.

Customer Service Agents answer phones 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.

Responsibilities and Duties

• Field calls/contacts from Guests via voice / 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 multiple, online systems
• 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

The above statements describe the general nature and level of work being performed. This is not intended to be an exhaustive list of all responsibilities and duties required.