Customer Relations Specialist

Explore is an adventure travel expert focused on sustainable, small group holidays which create stories to tell for a lifetime. From classic group tours and family adventures, to walking, wildlife and cycling trips. With around 100 countries to choose from, our customers explore the world with us. Join us on our journey, creating extraordinary travel experiences for all.

Sustainability has always been at the heart of what we do, as has the ethos of continual improvement. A trusted brand – B Corp certified and a Feefo Platinum Service Award holder, we pride ourselves on doing the right thing, by our people, our customers, and the planet. In a complicated world that's full of potential, we strive to be better than yesterday.

We put people at the heart of everything we do and are proud of the extensive benefits we offer.

This role is based in Toronto with 2 days per week in the office. This is a full-time position, however work life balance is important to us and so we are open to discussion on flexible working patterns (minimum 4 days per week).

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

About the role:

The Customer Relations team ensures that our customers have a voice and can share experiences of their adventures. We recognise that that things don’t always go to plan. When this happens, it is the role of the Customer Relations Specialist to investigate and resolve issues. Such issues can occur at any time, from before travel, right through to the end of a trip. Key responsibilities:

• Undertaking the investigation of all pre tour, on tour and post tour complaints or feedback and providing timely responses, communicating with customers in the most appropriate manner, be it phone, social media, emails or writing a letter with the aim of resolving issues in-line with company expectations.

• Being proactive when feedback is received. Resolving on tour issues and preventing them from escalating; identifying underlying trends and working with key stakeholders to prevent recurrence.

• Decision making, often under pressure and in difficult circumstances. You will need to be diplomatic and able to maintain objectivity when assimilating complex and conflicting information before making the correct decision for the customer and Explore, whilst always providing a personalised customer service of the highest level.

• Maintaining our feedback database and ensuring that each case is kept up to date in the system and resolved within the time parameters set.

• Assisting the wider team in dealing with accidents and incidents as they occur on tour. This could be anything from flight delays or transfer issues through to someone losing a passport, injuring themselves in a fall or become unwell on tour.

• Taking accountability for non-partner review sites and ensuring that any reviews are responded to in a timely way.

• Assisting the Customer Relations Manager in the preparation of documentation for legal cases, plus helping with the preparation of monthly reports and complaints analysis if required.

• To help manage any suitability concerns and questions, whether it be pretravel, on tour or post tour, ensuring we are reasonably, and safely allowing the right customers, on the right type of tour/destination.

Am I the right person? We are looking for your application to demonstrate:

• Previous complaint/incident handling experience.

• Proven ability to deliver outstanding customer service.

• Experience within a similar business to consumer industry (such as leisure travel, hospitality, retail, banking, utilities, energy etc).

• Excellent interpersonal and communication skills.

• An 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 confidentiality.

• High level of empathy and understanding, with the ability to identify solutions that maintain the customer's confidence whilst balancing the business objectives.

• Competent IT skills - Office 365, Word, and Excel.

• Highly organised with time management skills, able to prioritise tasks and meet deadlines.

• Experience of working independently without supervision.

• Have a passion for travel and adventure.

• Awareness of the importance of sustainable travel, and how Explore has a positive impact on people and the planet.

We aim to be better than yesterday and our values will be close to your heart.

We're committed to creating diverse and inclusive experiences for customers and colleagues alike. We believe that diversity is to be celebrated; life would be dreary and change would be slow if we all thought the same way. Diversity and travel go hand in hand, and we thrive on creating connection and sharing authentic local experiences across the globe with likeminded customers from all walks of life, ranging from age 7 to 90+. We encourage you to apply for any role you think your skills are a great fit for, and if you need any extra advice or adjustments to our hiring processes, please drop us a message within your application.