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About the Role

The Customer Relations team ensures that our customers have a voice and can share experiences of their adventures. When things don’t go to plan, this role investigates and resolves issues that can occur at any time, from before travel to the end of a trip.

Responsibilities

Investigate pre tour, on tour, and post tour complaints or feedback, providing timely responses via phone, social media, email, or letter to resolve issues in line with company expectations.
Proactively resolve on tour issues, prevent escalations, identify trends, and collaborate with stakeholders to prevent recurrence.
Make diplomatic and objective decisions under pressure, assimilating complex information to determine the correct course of action for both the customer and the company, while providing personalized customer service.
Maintain the feedback database, ensuring each case is updated and resolved within set time parameters.
Assist the wider team in dealing with accidents and incidents on tour, such as flight delays, transfer issues, lost passports, injuries, or illnesses.
Take accountability for non-partner review sites, responding to reviews in a timely manner.
Assist the Customer Relations Manager in preparing documentation for legal cases and in compiling monthly reports and complaints analysis.
Manage suitability concerns and questions pre-travel, on tour, or post-tour to ensure customers are appropriately and safely matched with tours and destinations.

Requirements

Previous complaint/incident handling experience.
Proven ability to deliver outstanding customer service.
Experience within a similar business to consumer industry (e.g., leisure travel, hospitality, retail, banking, utilities, energy).
Excellent interpersonal and communication skills.
Exceptional telephone manner.
Strong formal written skills.
Aptitude for clear and concise interactions with colleagues, suppliers, and customers.
Experience in handling highly sensitive information accurately and confidentially.
High level of empathy and understanding, with the ability to identify solutions that balance customer confidence and business objectives.
Competent IT skills, including Office 365, Word, and Excel.
Highly organized with strong time management skills, able to prioritize tasks and meet deadlines.
Experience working independently without supervision.
Passion for travel and adventure.
Awareness of the importance of sustainable travel and its positive impact.

Skills

Complaint handling
Incident handling
Customer service
Interpersonal skills
Communication skills
Telephone manner
Written communication
Handling sensitive information
Empathy
Problem-solving
IT skills (Office 365, Word, Excel)
Time management
Organization
Independent work
Sustainable travel awareness

Location

Toronto

Work Type

Full-time
Hybrid

Salary/Compensations

CA$60,000 - CA$65,000 p.a.

Benefits

Extensive benefits offered

About the Company

Explore is an adventure travel expert focused on sustainable, small group holidays.
They offer holidays in around 100 countries.
Sustainability is at the heart of their operations.
They are B Corp certified and a Feefo Platinum Service Award holder.
They pride themselves on doing the right thing by their people, customers, and the planet.
They strive to be better than yesterday.
They put people at the heart of everything they do.

Equal Opportunity

Committed to creating diverse and inclusive experiences for customers and colleagues.
Believe diversity is to be celebrated.
Encourage applications for roles where skills are a great fit.
Offer assistance with hiring process adjustments if needed.