Customer Service Agent – Bilingual

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

📋 Description

• Address guest inquiries through phone and email communications.

• Assist clients with the processes of booking, altering, and canceling hotel reservations.

• Promote upgrades, special offers, and additional services.

• Accurately log customer information across various booking platforms.

• Adhere to established call flows and sales protocols to achieve performance targets.

• Recognize sales opportunities, address objections, and finalize bookings.

• Stay informed about client promotions and offerings.

• Represent the client’s brand with professionalism.

• Utilize soft phones, email, web browsers, and internal systems effectively.

• Complete required training and remain updated on procedures and expectations.

⛳️ Requirements

• Strong written and verbal communication abilities.

• Customer-oriented mindset with a capacity to adjust service style as necessary.

• Sales-focused approach with the capability to convert discussions into bookings (preferred).

• Proficiency in both English and Spanish.

• Excellent organizational, problem-solving, and multitasking skills.

• Ability to thrive in a fast-paced, metric-driven environment.

• Team-oriented mentality with strong interpersonal skills.

• Familiarity with basic computer applications and web-based systems such as Outlook and MS Suite.

• High school diploma or equivalent qualification.

• Capability to pass a criminal record check.

• Must be legally entitled to work in Canada (either as a citizen or permanent resident).

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

• Ergonomic desk and chair setup.

• High-speed internet connected directly to a modem; no Wi-Fi or extenders allowed.

• Workspace configuration and internet speed must pass compliance evaluation.

🏝️ Benefits

• Shift premium for hours worked between 9 PM – 6 AM.

• Referral bonus of up to $500.

• Performance-based bonuses (quality & sales incentives).

• Medical and vision coverage available after 3 months.

• Dental coverage available after 6 months.

• RRSP and TFSA options available after 6 months (Manulife).

• Company RRSP match (up to 3%) after 1 year of service.

• Optional critical illness insurance coverage.

• Equipment provided by the company.