Customer Service Team Leader

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**: CA$75,000 - $85,000 + commission and incentive structure

About the role:
As Team Leader - Sales & Customer Experience you are responsible for leading and motivating a team of Customer Service Consultants to deliver exceptional end to end customer service. Reporting to the Regional Director - North America, you will be responsible for the day-to-day management of all members within your team. Customer driven, with a passion for providing expert and unparalleled service, you will actively coach, motivate and model the way for team members to achieve revenue targets and role specific KPIs.
- To manage, lead, inspire and develop a customer driven team
- To actively train, coach and develop team members to maximize productivity and effectiveness
- Contribute to the leadership of a fun, high energy environment with a positive team culture where sales conversion is maximized and staff deliver exceptional customer service
- Maximize sales opportunities via all booking channels
- Be accountable for effective staffing, holiday cover and absence management
- Deliver personalized customer service and support of the highest level at all times
- Professionally handle incoming requests from customers and colleagues, ensuring that requests are resolved both promptly and thoroughly
- Use sound judgement to manage difficult customer situations, to respond promptly to the needs of the customer & solicit feedback to improve service
- To ensure all customer, team queries & administrative tasks assigned to you are responded to in line with team KPI guidelines with a particular focus on targets and call management
- Take the lead in onboarding and training new starters to the team
- Continuously evaluate and identify opportunities to drive process improvements for the team that positively impact the customer experience and improve efficiency
- Provide backup support to the team as required
- To execute all assigned tasks efficiently, ensuring team targets and KPIs are met
- Ensuring a customer focused approach is adopted in all assigned responsibilities
- A flexible attitude in the undertaking of all tasks is paramount
- To embody the company values and lead by example
- Leadership & people management - ability to inspire, motivate, coach and manage a team and foster collaboration
- Sales expertise - strong understanding of sales principles with ability to monitor key performance metrics and achieve targets
- Customer-centric mindset - strong aptitude or providing quality service and an ability to handle complex inquiries or complaints while instilling a high level of service standards across the team
- Communication skills - excellent verbal and written communication skills for both internal team communication and external client interactions
- Industry knowledge & passion - understanding of Explore destinations, with a passion for growing adventure travel and connecting customers with this style of travel

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.