Customer Care Agent

2 months ago

Moncton, Canada Cloud5 Communications Full time

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._

**Cloud5 is the leading communications technology and services provider to customer
- centric brands across the Americas. The companys fast, reliable Internet solutions and flexible voice systems enhance the guest experience and resident satisfaction at more than 5,000 hotels, MDUs, and commercial facilities. Cloud5s award-winning Contact Center combines innovation with skilled, highly-tenured agents to deliver sales and service that add value across any channel. The companys 24/7 Managed Services Division provides outsourced technical strategy, management and monitoring to help customers control operating costs and free up internal resources.**

The Customer Care Agent responds to and manages complaints and escalations from our client's guests. You are responsible for managing escalations relating to our client's facilities, services, problem tickets, and providing feedback to upper management regarding customer issues. The Customer Care Agent also strives to solve customer problems, improve customer service, and maintain and/or improve our client's brand.

**Responsibilities and Duties**
- De-escalate Guests when required with white glove service
- Maintain tickets and escalations, follow tickets to completion
- Provide feedback on potential issues and follow up processes
- Flag any potential legal issues
- Maintain service level standards; including follow up timeline
- Maintain up-to-date knowledge of client promotions
- Complete all assigned training as necessary

The above statements describe the general nature and level of work being performed. This is not intended to be an exhaustive list of all responsibilities and duties required.
- Exceptional communication skills both written and verbal
- Proficient customer service style that flexes according to level of Hotel Tier
- 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, or holder of a valid work permit)

**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.**

**Cloud5 Communications will never ask you to exchange money or purchase anything like a credit report in order to join our company. If you are being asked to send money in exchange for a job offer, do not comply as the request is fraudulent.

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