Customer Service Consultants

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.

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 Canada, either home based or hybrid from an office in Toronto. Work life balance is important to us and so we are open to discussion on flexible working patterns and part-time working (minimum 4 days per week).

Role:

• Maximizing sales opportunities via all channels and consistently achieving sales and service targets and key performance indicators.
• Proactively promoting additional services to maximize the generation of revenue.
• Communicating the features and benefits of the Explore product.
• Actively chasing all personal and assigned leads generated and attempting to convert to bookings.
• Using your own travel experience to assist with customer queries and seeking to understand each customer’s travel needs.
• Professionally handling incoming requests from initial enquiry to point of travel and ensuring that requests are resolved both promptly and thoroughly always keeping service at the forefront.
• Using sound judgement to manage difficult customer situations, responding promptly to customers’ needs and soliciting feedback to improve service.
• Ensuring a customer focused approach is adopted in all assigned responsibilities.
• Participating in trade shows and customer events as required.

Person:

• Experienced in providing excellent service across various contact channels, including phone, email, live chat, and social media.
• Energetic, enthusiastic and a strong desire to exceed customer expectations and deliver exceptional Customer Service.
• Proven results in maximizing sales in a target driven, dynamic work environment.
• 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.
• Experienced in computer booking systems, preferably within travel.
• Excellent knowledge of Explore destinations.
• Strong team player.
• Detailed understanding of the sales and booking process.
• Travel industry sales 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 UK, 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.

Job Type: Permanent

Salary: $60,000.00-$70,000.00 per year

Benefits:

• Company events
• Company pension
• On-site parking
• Work from home

Supplemental pay types:

• Bonus pay

Work Location: Hybrid remote in Toronto, ON M5J 2T9

Application deadline: 2024-03-21