Cloud5 Communications

Role Description 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 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) Requirements - Previous experience in a call center, sales, or hospitality environment (asset) 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

Role Description Excellent opportunity for a Bilingual (English/Spanish) position with Cloud5. Work from home opportunity. Candidates must have a dedicated, private home workspace with reliable high-speed internet connection. This will be evaluated during the interview process. Customer Service Agents answer phones, chats, 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 / 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 Qualifications - 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) Company Description 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

Job DetailsLevel: EntryJob Location: Saint John, NB E2J 1M5Position Type: SeasonalEducation Level: High SchoolTravel Percentage: NoneJob Shift: AnyJob Category: Hospitality - Hotel📅 Contract Term: May 11, 2026 – November 1, 2026 ⏰ Schedule: Full‑time hours for the duration of the contract 📍 Location: Work from home anywhere in New Brunswick or on‑site in Saint John, NB Please note - Cloud5 Communications cannot hire anyone on a Work Permit at this time due to the recent changes 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 Role We are hiring Temporary, Full‑Time Customer Service Agents to support customers during a busy period. In this fixed‑term role, you will assist guests by phone to help them book, modify, or cancel reservations while delivering friendly, professional, and efficient service. Each interaction is an opportunity to create positive customer experience and confidently guide customers toward completed bookings using a simple online reservation system. Why This Opportunity Full‑time hours for a defined contract period Choice of work‑from‑home (NB‑based) or on‑site work in Saint John, NB Opportunity to gain valuable customer service and sales. Key Responsibilities Handle inbound customer contacts via phone, chat, and email Accurately book, modify, or cancel hotel reservations Answer questions about the reservation process and available services Promote upgrades, promotions, and special offers when appropriate Follow approved call and sales flows to meet quality and conversion targets Recognize booking opportunities and confidently close reservations Represent the client’s brand with professionalism and care Use standard tools such as soft phones, email, webcams, and web browsers Stay current on promotions, processes, and required training The responsibilities listed above describe the general scope and level of work and are not intended to be an exhaustive list of duties. QualificationsQualifications Must be able to commit to the full duration of the temporary, full‑time fixed‑term contract (May 11, 2026 – November 1, 2026) Strong verbal and written communication skills Customer‑focused approach with a professional and confident phone presence Sales, booking, or conversion experience is considered an asset Fluent in spoken and written English Strong multitasking, organizational, and problem‑solving skills Comfortable working in a fast‑paced, high‑volume environment Able to work effectively both independently and as part of a team High School diploma or equivalent Willingness to consent to and successfully complete a criminal record check Must be legally entitled to work in Canada (Canadian citizen or permanent resident) Please note - Cloud5 Communications cannot hire anyone on a Work Permit at this time due to the recent changes 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. Work From Home Requirements For candidates choosing the work‑from‑home option: Must reside in New Brunswick Must have a private, quiet working space suitable for handling confidential customer conversations (Home office assessment will be completed) Must have reliable, high‑speed internet