Cloud5 Communications

Customer Support

• Respond to guest inquiries via phone and email
• Assist customers with booking, modifying, and canceling hotel reservations
• Promote upgrades, offers, and services
• Document customer information across multiple booking systems
• Follow established call flows and sales processes to meet performance metrics
• Identify sales opportunities, overcome objections, and close bookings
• Maintain current knowledge of client promotions and offerings
• Represent the client’s brand professionally
• Use soft phones, email, web browsers, and internal systems
• Complete assigned training and stay current on procedures and expectations
• Perform other responsibilities assigned based on business needs

Customer Service Agent

• Respond to guest inquiries via phone and email
• Assist customers with booking, modifying, and canceling hotel reservations
• Promote upgrades, offers, and services
• Accurately document customer information across multiple booking systems
• Follow established call flows and sales processes to meet performance metrics
• Identify sales opportunities, overcome objections, and close bookings
• Maintain up-to-date knowledge of client promotions and offerings
• Represent the client’s brand professionally
• Use soft phones, email, web browsers, and internal systems
• Complete assigned training and stay current on procedures and expectations

Customer Service Agent – Bilingual

Learning and Development

• Oversee the day-to-day performance, development, and support of Trainers
• Provide direction and support to Coaches
• Use scorecard results, quality insights, customer experience metrics, and operational trends to identify improvement opportunities and guide trainer coaching plans
• Coach Trainers through observation, feedback, calibration, and performance conversations
• Partner with Operations, Human Resources, Workforce Management, and clients to align training plans and address performance gaps
• Attend client meetings to provide expert training feedback and creative improvement solutions
• Design, refine, and support learning experiences across classroom, virtual, eLearning, huddles, and refresher sessions
• Monitor training effectiveness and improve trainer performance, employee confidence, guest-focused service behaviors, and customer experience
• Perform other responsibilities assigned based on business needs

Customer Service Agent

Customer Service Agent – Bilingual

Training Manager