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Added 10 mins ago
P
Lifecycle Marketing Manager, Silvie
Pontosense
Toronto, ON
- Full-time
…push and in-app. You'll work with growth, content, product and customer support, and you'll be hands-on in the tools yourself. This is a building role. Silvie's lifecycle program doesn't…
Added 10 mins ago
P
Product Engineer, Mobile & UX
Pontosense
Toronto, ON
- Full-time
We're looking for a Product Engineer who loves building great software, cares about how people experience it, and is excited to push the boundaries of what's possible with AI. You'll work…
Added 10 mins ago
SC
Sales Associate
Staples Canada
Quesnel, BC
- Part-time
Calmly de-escalate and assist in complex customer situations to ensure their concerns are addressed effectively or refer to a manager/supervisor.
Added 26 mins ago
P
Lifecycle Marketing Manager, Silvie
Pontosense
Toronto, ON
- Full-time
…push and in-app. You'll work with growth, content, product and customer support, and you'll be hands-on in the tools yourself. This is a building role. Silvie's lifecycle program doesn't…
Added 26 mins ago
MC
Senior Retail Sales Associate
Moores Clothing
St. John's, NL · Greater St. John's Metropolitan Area
- Full-time
Our Senior Retail Sales Consultant is responsible for all aspects of the customer experience within multiple businesses (retail, rental, custom, and omni-channel). This position would be a…
Added 26 mins ago
MD
Construction Project Operations Manager
Minnesota Direct Care and Treatment
Saint-Paul, NB · St.-Paul, NB
- Full-time
Experience as a manager, supervisor, project manager, or team lead involving managing, leading, coaching, and holding others accountable.
Added 26 mins ago
WC
(CAN) Front End Checkout Team Associate
Walmart Canada
Whitehorse, YT
- Full-time
Position Summary...To support and process transactions, providing exceptional customer service to ensure a positive shopping experience and drive customer loyalty.
Added 26 mins ago
CR
Food Services Manager
COGIR Real Estate
Windsor, ON
- Full-time
Embrace the role of Culinary Manager and become a values-driven leader adept at managing our culinary and dining department. Your flair for creativity and culinary expertise will come to…
Added 26 mins ago
ML
Territory Sales Representative
Morris Lee, Ltd.
Montreal, QC
- Full-time
Plus de 5 ans d’expérience en vente externe, idéalement dans le secteur de la plomberie ou de la mécanique.
Added 26 mins ago
P
Product Engineer, Mobile & UX
Pontosense
Toronto, ON
- Full-time
We're looking for a Product Engineer who loves building great software, cares about how people experience it, and is excited to push the boundaries of what's possible with AI. You'll work…
Added 26 mins ago
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Coordinator, Information Management / Coordinateur, Gestion de l’information
CATSA / ACSTA
Ottawa, ON
- $62,889 to $78,610 CAD / year
- Contract
The Coordinator, Information Management, reporting to the General Manager, Corporate Security, Facilities and Information is responsible for providing day-to-day delivery and support of…
Added 26 mins ago
AU
Security Guard - Shopping Mall (Full Time)
Allied Universal
Winnipeg, MB
- $20 CAD / hour
- Full-time
Prior work experience in a customer service environment is a definite asset;
Added 26 mins ago
SA
Engineering Manager - Production & Energy
Standard Aero
Winnipeg, MB
- Full-time
The Production & Energy Engineering Manager provides technical leadership and oversight for the combined Energy and Production Engineering teams. This role is responsible for supporting…
Added 26 mins ago
SA
Engineering Manager - Repair & Process
Standard Aero
Winnipeg, MB
- Full-time
The Repair Development & Process Engineering Manager provides technical leadership and oversight for the combined Repair Development and Process Engineering teams. This role is responsible…
Added 40 mins ago
K
US Sales Manager for Children's Online Courses (Remote)
Kodland
Remote, Canada
- Full-time
- Remote
Experience in sales, customer service, customer success, tutoring, or coaching
Added 55 mins ago
D
Senior Manager, Vendor Operations
Deluxe
SK
- Full-time
The Senior Manager, Vendor Operations is a senior leadership role responsible for overseeing the execution and continuous improvement of end-to-end dubbing vendor operations.
Added 55 mins ago
H
Growth Marketing Manager
Haystack
Canada
- Full-time
This employer is hiring for a Growth Marketing Manager to help run growth channels and experimentation for customer acquisition initiatives.
Added 55 mins ago
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Quality Lead
Accenture
Toronto, ON
- Full-time
…including the continual improvement cycle drawing on previous experience and industry…
Added 55 mins ago
CH
Supervisor
Covenant Health Canada
Banff, AB
- Part-time
Do you have great experience in organizing and supervising Nutrition Food Linen and Environmental Services within a fast-paced environment? Are you passionate about supporting the health of…
Added 1 hour ago
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Customer Relations Specialist
Explore!
Toronto, ON
- $60,000 to $65,000 CAD / year
- Full-time
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.
Added 1 hour ago
TW
Shift manager - fast food restaurant
The Wendy's Company
Brampton, ON
- Full-time
Do you have experience working in this field?
Added 1 hour ago
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Shift manager - fast food restaurant
McDonald's
Langdon, AB
- Full-time
Do you have experience working in this field?
Added 1 hour ago
KC
Fast food restaurant manager
KFC Canada (Yum! Brands Subsidiary)
Peterborough, ON
- Full-time
Added 1 hour ago
KC
Shift manager - fast food restaurant
KFC Canada (Yum! Brands Subsidiary)
NS · New Waterford, NS
- Full-time
Added 1 hour ago
KC
Fast food restaurant manager
KFC Canada (Yum! Brands Subsidiary)
Thunder Bay, ON
- Full-time

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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