Customer Service Coordinator

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.

At the heart of all of this, is a passion to travel responsibly. We aim to always be welcomed back, for communities and cultures to benefit, and wildlife to flourish. 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: $55,000 - $65,000 + bonus + commission

About The Role

You will help our customer service team create unforgettable adventures by delivering exceptional service to our customers, helping the sales team operate efficiently, and ensuring a smooth customer experience. This role bridges the gap between sales, operations, and customer service.

• Handling initial customer questions via email, phone, or chat when sales are experiencing busy times and require back-up.
• Drafting itineraries and price quotes for potential clients based on their needs.
• Assisting the sales team with up-to-date info about destinations, packages, prices and availability.
• Ensuring the web bookings are processed timely to create efficiencies within the team.
• Communicating with hotels, transport providers, and activity organizers to confirm arrangements.
• Creating and sending booking confirmations, invoices, travel documents, and itineraries to clients.
• Ensuring all client data is correct and complete.
• Helping customers make changes to their bookings and processing cancellations as needed.
• Acting as a point of contact for any customer queries before or after departure.
• Ensuring all details are collected from travelers to ensure tours can run smoothly.
• Gathering and organizing customer feedback after tours.
• Preparing reports, sales materials, presentations, or performance dashboards.
  
  

Am I the right person? We are looking for your application to demonstrate:

• Experience in providing excellent service across various contact channels, including phone, email, and live chat.
• Enthusiastic and a strong desire to exceed customer expectations and deliver exceptional customer service.
• Ability to maintain high levels of accuracy, quality, and excellent attention to detail.
• Can multi-task within a busy team, prioritizing and organizing workload.
• Have excellent verbal and written communication skills.
• Experience in computer booking systems, preferably within travel.
• Excellent knowledge of global holiday destinations.
• Strong team player.
• Travel industry experience is a bonus.
  
  

We aim to be better than yesterday and our values will be close to your heart.

Diversity is to be celebrated. Life would be dreary, and change would be slow, if we all thought the same way. We challenge our ideas, each other, and our business partners - always with respect and kindness.

Explore is part of Hotelplan Group, a well-established and diverse family of specialist tour operators, with a long tradition of developing and operating market-leading experiences. The family comprises ski, walking and Lapland holidays with Inghams and Santa’s Lapland; adventure travel with Explore; and self-guided holidays with Inntravel. Sustainability and responsible tourism is at the core of everything we do, and should be a passion for everyone employed by the group.

Explore is a global adventure travel company with 40 years’ experience in providing exciting and authentic travel experiences. With over 350 trips in around 100 countries, Explore’s expertly crafted itineraries combined with award-winning tour leaders, small group sizes and a commitment to responsible travel ensure unforgettable travel experiences in extraordinary destinations. Whether it's wildlife, culture, walking and trekking, a polar voyage, cycling or a family adventure, our trips will give you once-in-a-lifetime experiences, every day.