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Added 6 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 6 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 6 mins ago
DA
Junior IT Support Specialist
Destination Auto Group
Burnaby, BC
- $40,000 to $48,000 CAD / year
- Full-time
…2024-Destination Auto Group is looking for a Full-Time Junior IT Support Specialist to join our busy head office department! This is an entry level…
Added 21 mins ago
MP
Senior Security Analyst
Municipal Property Assessment Corporation
Pickering, ON
- Full-time
AWS Certified Security Specialty, AWS Solutions Architect Professional or Associate, Certified Kubernetes Security Specialist (CKS), GIAC Cloud Security Automation (GCSA), Certified Cloud…
Added 21 mins ago
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Specialist, Country Study Start Up
AbbVie
Montreal, QC
- Full-time
The Specialist, Country Study Start Up proactively drives and executes all start-up and maintenance-related activities and deliverables for assigned studies and sites in their assigned…
Added 36 mins ago
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AP AR Specialist
Wyse Meter Solutions Inc.
Vaughan, ON
- $50,000 to $52,000 CAD / year
- Full-time
The Accounts Payable/Receivable Specialist is responsible for supporting the execution of Accounts Payable, Accounts Receivable and some Treasury functions as well as related accounting…
Added 36 mins ago
C
Senior Specialist Procurement - Travel & HR
CN
Quebec, QC
- Full-time
Drive day-to-day execution of Procure-to-Pay (P2P) processes, catalog enablement, and system workflows across CN's network
Added 36 mins ago
CL
Customer Processing Representative, temporary full-time
Canada Life
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 36 mins ago
MU
INTERMEDIATE CLERK STENOGRAPHER (BAND LEVEL 3)
Memorial University, Newfoundland and Labrador
St. John's, NL
- Full-time
…residents and medical students; using an electronic medical records system, booking medical appointments; greeting and directing patients; arranging specialist appointments for clinic…
Added 36 mins ago
KG
Municipal Engineering Graduate
KGS Group
Mississauga, ON
- Full-time
…as a multidisciplinary generalist or a recognized technical…
Added 36 mins ago
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Recruitment Specialist
Delpath
Toronto, ON
- Contract
Added 36 mins ago
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Assistant Store Manager
Claire's
Kelowna, BC
- $21 to $23 USD / hour
- Full-time
Expert Piercing Services: Become a trusted piercing specialist through our training program. Provide a safe, fun, and professional experience that keeps customers coming back.
Added 36 mins ago
UO
Research Program Coordinator
University of Calgary
Calgary, AB
- Full-time
Draft and edit manuscripts, reports, conference abstracts, presentations, and related dissemination materials for a range of audiences (e.g., academic, health system, community)
Added 36 mins ago
I
Accounting Specialist
Immediate
Brampton, ON · Regional Municipality of Peel, ON
- Full-time
As a key member of a growing fintech startup, the Accounting Specialist will be responsible for the full accounts payable cycle and general ledger management. This role requires a hands-on…
Added 36 mins ago
UO
UService Service Advisor - People & Culture and Payroll
University of Calgary
Calgary, AB
- Full-time
Translate People & Culture processes, system navigation steps, documentation requirements, approval pathways, and procedural requirements into plain language for clients with diverse…
Added 36 mins ago
Group Collections and Commissions Specialist, Senior
Equitable
Waterloo, ON
…Group Benefits business. As a Group Collections & Commissions Specialist, Senior you will serve as a trusted subject matter expert, solving complex business challenges, driving process…
Added 51 mins ago
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Senior Application Developer- Azure
CIBC
Toronto, ON
- Full-time
You can demonstrate experience. 2-3 years as an Application Developer/Support and Integration Specialist wearing multiple hats to help support internal clients. You must have good knowledge…
Added 1 hour ago
SI
Manager, Health & Safety
Saputo Inc.
Port Coquitlam, BC
- Full-time
Saputo Dairy Products Canada is seeking a passionate Health & Safety Regional Specialist for an existing opportunity within our organization. The chosen candidate will be responsible for…
Added 1 hour ago
Bilingual Business Development Representative
DHL Express (Canada), Ltd.
Montreal, QC · Lachine, Quebec
Using our CRM system to qualify prospects by telephone, email, online platforms - Canada-wide B2B sales, no limits on industry
Added 1 hour ago
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Procurement Specialist
Multy
Vaughan, ON
- $85,000 to $100,000 CAD / year
- Full-time
The Procurement Specialist is responsible for managing and coordinating purchasing activities to ensure the timely, cost-effective, and reliable procurement of materials, products, and…
Added 1 hour ago
MD
Application Developer - ITS3
Minnesota Direct Care and Treatment
Saint-Paul, NB · St.-Paul, NB
- Full-time
Job Class: Information Technology Specialist 3
Added 1 hour ago
IS
Generative AI Engineer
Iris Software Inc.
Toronto, ON
- Contract
Requires 10+ years of a strong blend of technical depth, system design, and leadership and management skills experience, and the ability to apply these principles to building out an…
Added 1 hour ago
MH
Program Specialist
Mackenzie Health
Vaughan, ON
- $41.04 to $47.08 CAD / hour
- Full-time
The Program Specialist acts as a subject matter expert in coordinated access processes, referral pathways, and access performance. The role leads project implementation, develops education…
Added 1 hour ago
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Marketing Specialist
Numeris
Toronto, ON
- Contract
The Marketing Specialist supports all marketing and communications activities across the organization, managing project intake, prioritization, and workflow to ensure timely delivery of…
Added 1 hour ago
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Quality Assurance Specialist
Agropur
Boisbriand, QC · Longueuil, QC
- Full-time
Responsible for developing, implementing and continuously improving the quality system within the automated distribution centre, the Quality Assurance Specialist plays an active role in the…

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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