Customer Service Agent – Bilingual

Cloud5 Communications

. Respond to guest inquiries via phone and email .

Posted 9/30/2026full-timeRemote • CanadaMid-LevelSenior💰 CA$17 per hourWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong communication skills and a customer-focused mindset, with the ability to adapt service styles and effectively convert inquiries into bookings. Proficient in using various booking systems and maintaining knowledge of client promotions while working in a fast-paced, metric-driven environment.

Highest-signal resume keywords

Fluency In English And SpanishStrong Written And Verbal Communication SkillsSales-Oriented ApproachProficiency With Basic Computer ApplicationsStrong Organizational And Problem-Solving Abilities

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Booking SystemsCustomer Information DocumentationSales ProcessesPerformance MetricsMultitaskingFast-Paced Environment Adaptability

Soft Skills

Customer-Focused MindsetTeam-Oriented AttitudeInterpersonal SkillsAdaptability

Tools & Technologies

Soft PhonesEmailWeb BrowsersMS SuiteOutlook

Certifications & Qualifications

High School Diploma Or EquivalentAbility To Pass A Criminal Record Check

Industry Keywords

Guest InquiriesHotel ReservationsClient PromotionsSales OpportunitiesCompliance Assessment

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

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 and Spanish
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)
Dedicated, quiet, and private workspace with a door
Ergonomic desk and chair
High-speed internet hard-wired to a modem; no Wi-Fi or extenders
Workspace setup and internet speed must pass compliance assessment

Benefits

Comp & perks

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
Company-provided equipment