Customer Service Consultant

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).

About the role: You will be the frontline in delivering exceptional customer service. Focused on increasing revenue through our sales through service mantra, you will strive to convert at the highest level all lines of enquiry and be responsible for all aspects of the end-to-end booking journey as the single point of contact for customers. A hunger for the sale and a thirst for delivering exceptional service across all customer contact channels to provide the best experience for our travellers. Maximize sales opportunities via all channels and consistently achieving sales and service targets and key performance indicators. Proactively promote additional services to maximize the generation of revenue. Communicate the features and benefits of the Explore product. Actively chase all personal and assigned leads generated and attempting to convert to bookings. Use your own travel experience to assist with customer queries and seeking to understand each customer’s travel needs. Professionally handle incoming requests from initial enquiry to point of travel and ensure that requests are resolved both promptly and thoroughly always keeping service at the forefront. Use sound judgement to manage difficult customer situations, respond promptly to customers’ needs and solicit feedback to improve service. Ensure a customer focused approach is adopted in all assigned responsibilities. Participate in trade shows and customer events.

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, live chat, and social media. Travel industry sales experience is essential. 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. Ability to multi-task within a busy team, prioritize and organize 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. Detailed understanding of the sales and booking process. Have a genuine interest in professional development. Enthusiastic about supporting and growing with the brand during its entry into a new market.