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Added 3 mins ago
NA
Project Coordinator
North America Construction (1993) Ltd. - NAC Constructors Ltd.
St. Thomas, ON
- Full-time
Reporting to the Project Manager, the Project Coordinator will be responsible for the coordination and details of the project’s contract management, documentation, and reporting, making…
Added 3 mins ago
TW
Food Services Manager Full Time Temporary
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Hamilton, ON
- Full-time
The Food Services Manager reports to the Executive Director and provides leadership in all aspects of the dietary operation within established legislative and professional standards,…
Added 3 mins ago
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Housekeeper LTC Part Time
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Hamilton, ON
- Part-time
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Added 19 mins ago
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Event Planning Specialist
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- 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 19 mins ago
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Event Planning Specialist
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Longueuil, QC · Saint-Hubert, QC
- Full-time
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- Full-time
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The Manager, Disability & Risk Management provides leadership and subject-matter expertise
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Montreal, QC
- Full-time
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Added 19 mins ago
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Added 19 mins ago
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Added 33 mins ago
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Provide recommendations to the management on enhancing productivities by using advanced lab automation equipment.
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Added 33 mins ago
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Lead portfolio lifecycle management a consistent framework for managing products from introduction through platform transitions and beyond.
Added 33 mins ago
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Toronto, ON · Keele, North York, ON
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Manager, Service Delivery / Gestionnaire, Prestation de services
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SK · Saskatchewan, Canada
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Fashion/Beauty Partnerships Assistant
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Toronto, ON
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Support the Partnerships Manager with ongoing client requests and marketing campaigns
Added 49 mins ago
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Security Agent
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Act proactively to detect, monitor, and report any potential security threats - dangerous situations, suspicious behavior, or other concerns - promptly notifying the Security Manager;
Added 49 mins ago
Corporate Store Supervisor II
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Added 49 mins ago
Sanitation Hygiene Technician *4 Day Work Week!*
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Added 1 hour ago
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Added 1 hour ago
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Senior Marketing Manager
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- $163,000 CAD / year
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An innovative technology company is seeking a Senior Marketing Manager II to lead consumer marketing initiatives and drive brand growth within a dynamic regional market. This…
Added 1 hour ago
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Construction Project Operations Manager
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The Construction Project Operations Manager leads a team of construction project management professionals in the oversight of pre-design, design, construction, renovation, and repairs of…
Added 1 hour ago
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Resolves customer issues and refers concerns to management where appropriate.

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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