Customer Service Coordinator

Explore!; Toronto; On-site; CAD 55,000 - 65,000; Full time

Job summary

A leading adventure travel company in Toronto is seeking a Customer Service Representative to enhance customer experiences by supporting the sales team and ensuring smooth operations. The ideal candidate will excel in service quality across various communication channels and have detailed knowledge of travel destinations. This full-time role offers flexible work options.

Qualifications

• 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.

Responsibilities

• Handle customer questions via email, phone or chat during busy times.
• Draft itineraries and price quotes for potential clients.
• Assist the sales team with up-to-date info about destinations and packages.
• Ensure timely processing of web bookings.
• Communicate with hotels and activity organizers for confirmations.
• Create and send booking confirmations and travel documents to clients.
• Ensure client data is correct and complete.
• Help customers make changes to their bookings and process cancellations.
• Act as a point of contact for customer queries.
• Gather and organize customer feedback after tours.
• Prepare reports and sales materials.

Skills

Excellent service across contact channels

Strong desire to exceed customer expectations

High attention to detail

Ability to multi-task

Excellent communication skills

Experience in computer booking systems

Knowledge of global holiday destinations

Strong team player

Travel industry experience

Job description

Explore

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 a complicated world thats 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: $55000 - $65000 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.

Qualifications / Experience:

• 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 Santas 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.

Key Skills:

Senior Care, Customer Service, Developmental Disabilities Experience, Computer Skills, Microsoft Outlook, Case Management, Computer Literacy, Dispatching, Home Care, Administrative Experience, Social Work, Word Processing