Travel Consultant - Onsite

Job Details: Job Location: Toronto Amex Location - Toronto, ON, Salary Range: $22.00 - $22.00Hourly, About the Company

Cloud5 Communications delivers exceptional customer experiences through managed IT services (MSP), innovative high-speed internet and network managed services, cloud-based telephony solutions, and contact center services for the hospitality industry. We combine cutting-edge technology with hospitality expertise to help the world’s leading brands deliver outstanding guest experiences.

Position Summary

Work onsite

The Cloud5 Travel Consultant provides exceptional service to our client’s premium Card Members, delivering a seamless and personalized travel experience. This role is responsible for assisting with a variety of travel needs, including modifying existing itineraries, coordinating new travel arrangements, and offering tailored recommendations for hotels, dining, car rentals, and airfare.

As a trusted resource, the Travel Consultant maintains a strong understanding of the client’s benefits program, ensuring all recommendations and solutions are aligned with each Card Member’s preferences and entitlements. The role requires a proactive approach to resolving customer concerns, enhancing the overall service experience, and reinforcing the client’s brand through consistent, high-quality interactions and thoughtful follow-up.

Successful candidates demonstrate adaptability, reliability, and a keen attention to detail, along with a strong commitment to delivering elevated, white-glove customer service. This position plays a key role in driving customer satisfaction and loyalty through every interaction.

What You’ll Do (Essential Responsibilities)

Deliver efficient, accurate and personalized customer service via in-bound call servicing
Accurately and consistently adhere to regulatory requirements emphasized in the training journey
Investigate and provide necessary solutions for complex scenarios
De-escalate a customer’s stress when unforeseen travel situations arise
Consult and understand customer needs to deliver a personalized experience
Plan, modify, and carry out personalized travel itineraries, through booking domestic and international flights, car and/or hotel travel arrangements
Educate customers on benefits, product offerings, and self-service options relevant to the customer’s travel needs
Put the Customer’s experience at the forefront of everything we do, earning their dedication
Complete all assigned training as necessary
Other Duties: We expect this role to evolve. Other responsibilities may be assigned based on business needs.

Qualifications: What You’ll Bring (Required Qualifications)

Exceptional communication skills both written and verbal
Proven ability to break down complex issues into manageable parts to find logical solutions for the customer
A passion for building customer loyalty through active listening, building rapport, and providing exceptional customer care
Experience in demonstrating resiliency in assisting a high value client base
Proven ability to provide extraordinary and empathetic customer service
Resilient and composed under pressure and constantly evolving circumstances
A systematic approach to solving complex problems by gathering and capturing the correct details
Technically proficient and experienced with computer applications and personal devices, with the ability to navigate PC and basic Microsoft Office tools with ease
Flexibility to work all shifts, including nights, weekends and holidays
Must consent to and pass a background 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)

Compensation & Benefits

$22/hour
Shift premium for hours worked between 9 PM – 6 AM (local time)
Referral bonus up to $500
Performance-based bonuses paid quarterly
Medical & vision after 3 months
Dental after 6 months
RRSP & TFSA options after 6 months (Manulife)
Company RRSP match (up to 3%) after 1 year
Optional Critical Illness Coverage (Allstate)

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.

We will never request a fee or payment from candidates. Please do not provide any personal or financial information to anyone you suspect of recruitment fraud.

How to Identify Recruitment Fraud:

You receive a message on WhatsApp or another online messaging platform
You are asked to provide a fee or payment (we will NEVER request payment from candidates)
Our email communication will only ever come from a @Cloud5.com domain or @msg.paycomonline.com domain. We will never contact you through Gmail or any other free online mail service
Cross reference the recruiter’s name and contact information on LinkedIn or by contacting [email protected]
If you are still unsure call 1 (877) 241-2516