Spanish Bilingual Customer Service Agent

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._

**Excellent opportunity for a Bilingual (English/Spanish) position with Cloud5**

If you love interacting with people, have a passion for customer service, and strive for personal and team success, this role is for you This is an incredible career opportunity for energetic individuals who believe in providing first class customer service experiences, every call, every day.

Our Call Centre Customer Service team provides business services ranging from booking long-term stays for guests, to specialty desks and many more services related to the hospitality industry. If you are an exceptional communicator, problem solver and decision maker, care about the details and love to learn, we want to hear from you

**Pay and Benefits**:

- Spanish Agent Wage: $17.00
- Premium pay for overnight shifts
- ** Agent Quarterly Incentive Bonus Plan**:

- A host of benefits, including healthcare, dental, vision and more
- Critical Illness protection
- Employee Assistance Program
- Fully paid comprehensive new hire training
- Fun, professional atmosphere
- Leadership support to ensure success in a meaningful career
- Opportunities for promotion and career advancement
- Company provided computer equipment for work from home staff
- Hours of operations range based on program

**Work from Home Office**:

- Your IPS must have sufficient speed and meet the minimum requirement outlined by IT (25 mbps Download and 10 mbps Upload Speed minimum)
- You must have a secure and private room with locking doorfor your workspace

**Responsibilities**:

- Answer inbound calls from guests
- Build a relationship with the caller in a seek to understand manner that will allow you to customize recommendations, features and benefits that match the needs of the guest
- Consult with the guest to understand their hotel or excursion needs
- Provide an exceptional customer experience by answering the many questions a guest may have
- Follow the approved call/sales flow to meet department sales metrics
- Understand the sales opportunity on each call and meet conversion sales metrics
- Maintain up-to-date knowledge of client promotions
- Complete all assigned training as necessary

**Education and 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 & Spanish 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.