Customer Service Agent

This is a fully remote position, open to applicants in Canada.

📋 Description

• Provide professional guest assistance through phone and/or email communications.

• Address guest inquiries via phone, email, and/or chat platforms.

• Offer precise information regarding hotel properties, amenities, policies, reservations, and services.

• Support guests in booking, modifying, and cancelling their hotel reservations.

• Identify chances to secure bookings while suggesting room upgrades, promotions, and additional services.

• Respond to guest questions, concerns, and objections to facilitate reservation confirmations.

• Record guest interactions and reservation details in booking systems and other relevant platforms.

• Adhere to service guidelines, booking protocols, and sales processes.

• Maintain up-to-date knowledge of assigned client brands, properties, promotions, and reservation policies.

• Utilize softphone applications, email, web browsers, and internal systems efficiently.

• Meet established expectations for service quality, productivity, accuracy, and sales performance.

• Complete mandatory training and stay informed on procedures, systems, and client requirements.

• Professionally represent the client’s brand in every guest interaction.

⛳️ Requirements

• Excellent written communication skills for email roles and/or strong verbal communication skills for phone roles.

• Customer-centric mindset with the ability to adjust communication style to meet diverse guest needs.

• Sales-focused approach, which includes identifying opportunities, recommending solutions, addressing objections, and securing bookings.

• Strong problem-solving, organizational, and attention-to-detail skills.

• Capability to manage multiple tasks and navigate computer systems effectively.

• Ability to work independently in a remote setting while positively contributing to a team environment.

• Comfort in working towards performance targets in a structured, metric-driven environment.

• Proficiency in basic computer applications and web-based systems, including Microsoft 365.

• High school diploma or equivalent qualification.

• Ability to successfully undergo a criminal record check, if required.

• Legal authorization to work in Canada.

• Fluency in English is mandatory.

• A dedicated, quiet, and private workspace with a door.

• An ergonomic desk and chair setup.

• High-speed internet with a reliable hard-wired connection.

• Prior experience in contact centers, customer service, sales, reservations, or hospitality is preferred.

• Familiarity with booking systems, CRM tools, or customer service platforms is preferred.

🏝️ Benefits

• Company-provided equipment.

• Work-from-home arrangement.

• Comprehensive training provided.

• Equal opportunity employment.