Customer Service Agent – Dedicated Overnight

Cloud5 Communications

Customer Service Agent handling hotel reservations and guest inquiries via phone and email. Working remotely to provide high-quality customer experiences for Cloud5 Communications.

Posted 6/30/2026full-timeRemote • 🇨🇦 CanadaMid-LevelSenior💰 CA$16 per hourWebsite

Core Competencies

Role fit

Core Competencies

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

Demonstrates strong written and verbal communication skills while maintaining a customer-focused mindset. Proficient in managing bookings and utilizing web-based systems to enhance the guest experience in a fast-paced environment.

Highest-signal resume keywords

Customer-Focused MindsetStrong Written And Verbal Communication SkillsSales-Oriented ApproachProficiency With Basic Computer ApplicationsFluency In English

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Booking ManagementSales ConversionProblem-SolvingMultitaskingOrganizational Skills

Soft Skills

Interpersonal SkillsTeam-Oriented AttitudeAdaptability

Tools & Technologies

Soft PhonesEmailWeb BrowsersMS SuiteOutlook

Certifications & Qualifications

High School Diploma Or EquivalentAbility To Pass A Criminal Record Check

Industry Keywords

Guest ExperiencePerformance MetricsClient PromotionsBooking Systems

About the role

Key responsibilities & impact

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 responsibilities may be assigned based on business needs

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 (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)

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