Customer Service Agent - ESA

Customer Service Agent

Position Summary

What You’ll Do (Essential Responsibilities)

• 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 Duties

• We expect this role to evolve. Other responsibilities may be assigned based on business needs.

What You’ll Bring (Required Qualifications)

• 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)

What You’ll Bring (Preferred Qualifications)

• Previous experience in a call center, sales, or hospitality environment (asset)