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Added 12 mins ago
JUNIOR ASSISTANT MANAGER
Boutique La Vie En Rose
Calgary, AB
We’re a proudly local company with more than 5000 employees and more than 300 stores across Canada and our La Vie en Rose brand is in 19 countries around the globe (100 stores).
Added 12 mins ago
HA
Intern Bachelors Materials and Process Engineering
Honeywell Aerospace
Mississauga, ON
- Full-time
You will report directly to our Sr Engineering Manager and you’ll work out of our Kanata, ON location on an on-site work schedule.
Added 12 mins ago
HA
Intern Bachelors Systems Eng
Honeywell Aerospace
Mississauga, ON
- Full-time
You will report directly to our Sr Systems Eng Manager and you’ll work out of our Mississauga, ON location on an on-site work schedule.
Added 12 mins ago
K
Sales Associate PART TIME - Maison Kitsuné
Kitsuné
Vancouver, BC
- Part-time
- Contract
Reporting to the Store Manager and as part of the Retail team, you will act as a true ambassador of the brand. You will embody our core values: Curiosity, Passion, Trust, and Boldness.
Added 26 mins ago
K
Assistant Store Manager - Square One
Knix
Mississauga, ON
- Full-time
As an Assistant Store Manager at Knix, you bring our brand to life through how you lead and connect every day. You have a natural pulse on what our customers want and create a welcoming,…
Added 41 mins ago
CC
Community Manager, Reddit
Creative Circle
Toronto, ON
- $35 to $45 CAD / hour
- Contract
Our client, a major enterprise brand, is seeking a Community Manager, focusing on their Reddit Strategy to build and operationalize the organizations approach to Reddit.
Added 41 mins ago
DH
Guest Services Supervisor
Delta Hotels by Marriott Kingston Waterfront
Kingston, ON
- Full-time
Work closely with the Guest Services Manager to communicate team successes, operational updates, and opportunities for improvement.
Added 41 mins ago
K
Assistant Store Manager - Square One
Knix
Mississauga, ON
- $56,900 to $65,000 CAD / year
- Full-time
As an Assistant Store Manager at Knix, you bring our brand to life through how you lead and connect every day. You have a natural pulse on what our customers want and create a welcoming,…
Added 1 hour ago
D
Business Development Manager / Toronto
Digicast
Toronto, ON
- Full-time
The Business Development Manager – Toronto Market is responsible for driving new business, developing and nurture strategic relationships in the GTA, and positioning Digicast as the premier…
Added 1 hour ago
MG
Assistant General Manager
Milestones Grill + Bar
Guelph, ON
- Full-time
Role Description The Assistant General Manager is a full-time, on-site role based at the Milestones Grill + Bar location in Guelph, ON. This role supports the General Manager in overseeing…
Added 1 hour ago
System Control Centre - Senior System Operator
Elexicon Energy Inc.
Ajax, ON
…team as we develop the strategies and plans to support a new brand and vision for customer centricity and operational…
Added 1 hour ago
Senior Manager, Integrated Campaign Marketing
Questrade Financial Group
Toronto, ON
The Senior Manager, Integrated Campaign Marketing plays a pivotal leadership role in driving Questrade Financial Group’s brand awareness, equity, and client acquisition through the…
Added 1 hour ago
Client Care Representative, Group Benefits
Equitable
Waterloo, ON
Reports To: Manager, Group Client Care Centre
Added 1 hour ago
P
Community Manager, Silvie Ambassadors
Pontosense
Toronto, ON
- Full-time
…of mind. No cameras. Nothing to wear. Silvie is the consumer brand of Pontosense, whose technology is live in 24 countries, and it launches nationally in…
Added 1 hour ago
M
Executive Lounge Server
Marriott
Edmonton, AB
- Part-time
Report accidents, injuries, and unsafe work conditions to manager. Follow all company policies and procedures, ensure uniform and personal appearance are clean and professional, maintain…
Added 1 hour ago
T
Event Planning Specialist
Techo-Bloc
Longueuil, QC · Saint-Hubert, QC
- Full-time
…You do the planning, sourcing and negotiating, and the Events Manager signs off. By the time an event is ready to execute, your work is done and the team never has to…
Added 1 hour ago
T
Event Planning Specialist
Techo-Bloc
Longueuil, QC · Saint-Hubert, QC
- Full-time
…You do the planning, sourcing and negotiating, and the Events Manager signs off. By the time an event is ready to execute, your work is done and the team never has to…
Added 1 hour ago
P
Community Manager, Silvie Ambassadors
Pontosense
Toronto, ON
- Full-time
…of mind. No cameras. Nothing to wear. Silvie is the consumer brand of Pontosense, whose technology is live in 24 countries, and it launches nationally in…
Added 1 hour ago
TC
Service Advisor
Toromont Cat
Concord, ON
- Full-time
Working for the best in class equipment dealer and with the premium Caterpillar brand
Added 1 hour ago
M
Senior Customer Marketing Manager
Midnite
Remote, Canada
- Full-time
- Remote
We combine sharp product thinking, bold brand, and fast execution to create experiences that feel modern, intuitive, and built for how people actually play today.
Added 1 hour ago
T
Product Operations Manager
TEKsystems
Ottawa, ON
- $60 to $70 CAD / hour
- Contract
Comfort in a multi-brand, multi-geography environment where products, teams, and systems have arrived from different places.
Added 1 hour ago
SD
Merchandiser, Hourly Part Time Flexible Shifts Greenlight Requisition
Shoppers Drug Mart
New Glasgow, NS
- Part-time
Supports Front Store Manager/Assistant Front Store Manager in maintaining the quality and standards
Added 1 hour ago
CC
Retail Shift Leader
Canna Cabana
Toronto, ON · Keele, North York, ON
- $17.95 to $19.5 CAD / hour
- Part-time
Oversee the responsibilities of the Store Manager in the absence of SM or ASM
Added 2 hours ago
P
Lifecycle Marketing Manager, Silvie
Pontosense
Toronto, ON
- Full-time
…of mind. No cameras. Nothing to wear. Silvie is the consumer brand of Pontosense, whose technology is live in 24 countries, and it launches nationally in…
Added 2 hours ago
SC
Sales Associate
Staples Canada
Quesnel, BC
- Part-time
Ensure operational excellence and uphold store brand standards.

Explore!

Customer Relations Specialist

Toronto, ON, Canada

$60,000 to $65,000 CAD / year · Full-time

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Job details

Pay: $60,000 to $65,000 CAD / year
Job type: Full-time
Apply by: Nov 11, 2026
Posting language: English
Posted: Nov 4, 2026

Original job description

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.

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More about this job

Responsibilities

Investigate and resolve customer complaints and feedback from before, during, and after tours, communicating through appropriate channels and maintaining accurate, timely case records. Help manage on-tour incidents and suitability concerns, respond to review-site feedback, identify trends to prevent recurring issues, and support legal documentation and reporting.

Requirements

Applicants should have experience handling complaints or incidents and delivering excellent customer service, ideally in a consumer-facing industry, along with strong interpersonal, telephone, and written communication skills. The role also requires empathy, sound judgment, confidentiality, organization, independent working ability, competent Microsoft Office skills, and an interest in travel and sustainable tourism.

Skills

Complaint Handling
Incident Management
Customer Service
Investigation
Issue Resolution
Conflict Resolution
Decision-Making
Empathy
Written Communication
Telephone Communication
Stakeholder Communication
Time Management
Prioritization
Confidentiality
Microsoft Office 365
Microsoft Word

Visa sponsorship

Not detected in the job text

Keywords

Customer Relations
Customer Service
Complaint Handling
Incident Management
Pre-Tour Complaints
On-Tour Complaints
Post-Tour Complaints
Feedback Management
Case Management
Customer Reviews
Review Sites
Travel
Adventure Tourism
Sustainable Travel
Small-Group Tours
Stakeholder Communication
Issue Resolution
Trend Analysis
Accident Response
Suitability Assessment
Legal Case Documentation
Monthly Reporting
Office 365
Microsoft Word
Microsoft Excel
Confidential Information

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