Customer Service Agent - Shared

Job DetailsJob Location: Saint John, NB E2J 1M5Position Type: Full TimeEducation Level: High SchoolJob Shift: AnyNew Brunswick applicants only. 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. About the Company Cloud5 Communications delivers exceptional customer experiences through managed IT services (MSP), innovative high-speed internet and network managed services, cloud-based telephony solutions, and contact center services for the hospitality industry. We combine cutting-edge technology with hospitality expertise to help the world’s leading brands deliver outstanding guest experiences. Position Summary Work from Home As a Customer Service Agent, you will support guests by phone and email, helping them book, modify, or cancel hotel reservations. You will deliver high-quality customer experiences while identifying opportunities to enhance each stay through upgrades and promotions. This role requires strong communication skills, attention to detail, and a sales-focused mindset, with a goal of converting each interaction into a successful booking. A dedicated, quiet, and private workspace with a door is required, along with an ergonomic desk and chair. Company-provided equipment must be plugged into a surge protector and hard-wired to a modem with high-speed internet (no Wi-Fi or extenders). Workspace setup and internet speed will be assessed for compliance. What You’ll Do (Essential Responsibilities)  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 Duties We expect this role to evolve. Other responsibilities may be assigned based on business needs. Customer Service AgentWhat You’ll Bring (Required Qualifications) 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) What You’ll Bring (Preferred Qualifications) Previous experience in a call center, sales, or hospitality environment (asset)   Compensation & Benefits $16.40/hour 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 Cloud5 Communications is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law. We will never request a fee or payment from candidates. Please do not provide any personal or financial information to anyone you suspect of recruitment fraud. How to Identify Recruitment Fraud: You receive a message on WhatsApp or another online messaging platform You are asked to provide a fee or payment (we will NEVER request payment from candidates) Our email communication will only ever come from a @Cloud5.com domain or @msg.paycomonline.com domain. We will never contact you through Gmail or any other free online mail service Cross reference the recruiter’s name and contact information on LinkedIn or by contacting corphr@cloud5.com If you are still unsure call 1 (877) 241-2516