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Added 6 mins ago
NC
Shift Scheduling Specialist - 1 Year Term (Vancouver or Edmonton)
NAV CANADA
AB · Vancouver, BC
- Full-time
…role for you. We are currently looking for a Shift Scheduling Specialist to join our team in the Western Region. Reporting to the Manager, Shift Optimization, this role is the focal point…
Added 6 mins ago
AC
Senior Presales Solutions Architect, AWS
Adastra Corporation
Markham, ON
- Full-time
Work with the alliances team as the technical counterpart to AWS partner development managers, specialist solutions architects, and account teams across Canada.
Added 6 mins ago
M
Spécialiste principal(e), Apprentissage et Développement, Canada / Senior Specialist, Learning & Development, Canada
MSD
Kirkland, QC
- Full-time
…cette personne transforme les besoins d’affaires convenus en solutions d’apprentissage concrètes et stimulantes. Les mandats évoluent selon les priorités de la filiale canadienne plutôt…
Added 6 mins ago
AD
Workforce Support (HR) Specialist (12 month contract)
Avery Dennison
Toronto, ON
- $60,000 to $65,000 CAD / year
- Full-time
We are a global materials science and digital identification solutions company with locations in over 50 countries, and approximately 35,000 employees worldwide. As a science and innovation…
Added 20 mins ago
TI
Payroll Specialist ( SAP)
TekStaff IT Solutions
Toronto, ON
- Contract
TekStaff's Client has a current vacancy for Payroll Specialist ( SAP)
Added 20 mins ago
HT
Advanced Applications Blow Molding Specialist
Husky Technologies
Bolton, ON
- Full-time
We are currently seeking a Stretch Blow Molding Specialist to join our Advanced Solutioning team. You will be working alongside our process, application, melt delivery and technology teams…
Added 20 mins ago
FC
Senior Supply Chain Specialist
Federated Co-operatives Limited
Saskatoon, SK
- Full-time
Federated Co-operatives Limited (FCL) is hiring a Senior Supply Chain Specialist on a permanent basis on our Consumer Products team. This position is a hybrid opportunity and will be based…
Added 20 mins ago
AD
Workforce Support (HR) Specialist (12 month contract)
Avery Dennison
Toronto, ON
- $60,000 to $65,000 CAD / year
- Full-time
We are a global materials science and digital identification solutions company with locations in over 50 countries, and approximately 35,000 employees worldwide. As a science and innovation…
Added 20 mins ago
CI
Senior Data Analytical Specialist / Scientist - Contract
Compugen Inc
Toronto, ON
- Contract
Position Overview: We are seeking an experienced Senior Data Analytical Specialist/Scientist to design, develop, and implement advanced analytics, predictive models, and machine learning…
Added 20 mins ago
CC
Wealth Specialist
Conexus Credit Union
Kindersley, SK
- Full-time
We’re looking for a Wealth Specialist to join our Thrive Wealth Management team in Macklin or Kindersley, Saskatchewan who is passionate about providing new and existing clients with…
Added 20 mins ago
FI
Senior Data Science Developer
Flexstaf I.T. Inc.
Toronto, ON · Greater Toronto Area, Canada
- Contract
The Senior Data Analytical Specialist/Scientist will develop advanced analytics, predictive models, and AI-driven insights to address priority business opportunities. The role will apply…
Added 20 mins ago
E
Quality Assurance Specialist
Entrust
Ottawa, ON · Greater Ottawa Metropolitan Area
- Full-time
As a QA Specialist in our Ottawa office, you will help validate the quality, reliability, usability, and security of Entrust software solutions used by government, enterprise, and financial…
Added 20 mins ago
AW
Mailroom Clerk
Agilus Work Solutions
Ottawa, ON
- Contract
…fast-paced office environment? We are seeking a Document Control Specialist to support critical document processing operations, including mail handling, document preparation, scanning, and…
Added 20 mins ago
TS
Marketing Specialist
TalentSphere Staffing Solutions
Abbotsford, BC
- Full-time
…and sectors, they are looking for a creative, motivated and business-minded Marketing Specialist to join their Abbotsford…
Added 20 mins ago
C
Client Engagement Associate [Hourly]
CIBC
Windsor, ON
- Part-time
As a member of the Personal and Business Banking Team, you'll work in a fast-paced Banking Centre, leveraging your knowledge of financial services products to support clients with their…
Added 49 mins ago
AA
Senior Procurement Specialist
ASSA ABLOY Opening Solutions Americas
Woodbridge, ON
- Full-time
Fleming and Baron (an ASSA ABLOY company) is adding a Senior Procurement Specialist to join our team. This position will be performed on-site Monday through Friday at our manufacturing…
Added 49 mins ago
C
IT System Architecture Specialist-EN
CAE
Montreal, QC
- Full-time
As an IT System Architecture Specialist on our team, your mission is to be the technical leader in multidisciplinary teams including architecture, customer experience, cybersecurity,…
Added 49 mins ago
C
Equipment Repair & Maintenance Technician
Co-op
Shellbrook, SK
- Full-time
Who We Are: Lake Country Co-op does business differently. As a co-operative, we are built on a foundation of honesty, innovation, responsibility, and respect - values that shape how we…
Added 49 mins ago
TC
Customer Processing Representative, temporary full-time
The Canada Life Assurance Company
London, ON
- Full-time
…partner closely with a Group Retirement Services Customer Service Specialist to support daily caseload administration. You will be required to learn and use the Group Pension Administration…
Added 1 hour ago
MP
Senior Security Analyst
Municipal Property Assessment Corporation
Pickering, ON
- Full-time
Our Information Technology team works closely with each department across the business to design, build and deliver innovative solutions that help make MPAC an international leader in the…
Added 1 hour ago
R
Insurance Advisor Life, Health & Wealth
RBC
Barrie, ON · Brampton, ON · Markham, ON · Mississauga, ON · Oshawa, ON · Toronto, ON · Vaughan, ON
- Full-time
…Benefits, & Wealth products enables you to provide valuable solutions to your clients based on their needs. Alongside your own prospecting and networking activity, you are fully supported…
Added 1 hour ago
R
Insurance Advisor Life, Health & Wealth
RBC
Brantford, ON · Hamilton, ON · Kitchener, ON · London, ON · Milton, ON · Oakville, ON · Toronto, ON
- Full-time
…Benefits, & Wealth products enables you to provide valuable solutions to your clients based on their needs. Alongside your own prospecting and networking activity, you are fully supported…
Added 1 hour ago
TC
Senior Strategic Sourcing Specialist
The CSL Group Inc
Montreal, QC
- Other
Quickly translate abstract business requirements into practical, comprehensive solutions.
Added 1 hour ago
R
Banking Advisor
RBC
Thunder Bay, ON
- Full-time
…client in an office, or referring a complex opportunity to a specialist, your expertise will contribute to creating meaningful and memorable client experiences, as well as drive client…
Added 1 hour ago
RB
Insurance Advisor Life, Health & Wealth
Royal Bank of Canada
Brantford, ON · Hamilton, ON · Kitchener, ON · London, ON · Milton, ON · Oakville, ON · Toronto, ON
- Full-time
…Benefits, & Wealth products enables you to provide valuable solutions to your clients based on their needs. Alongside your own prospecting and networking activity, you are fully supported…

Explore!

Customer Relations Specialist

Toronto, ON, Canada

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

Apply About employer

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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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