Job Description

The Customer Experience Investigator is responsible for the general management, dissemination and cycling of customer feedback and other forms of feedback and for engaging clients (internal and external) based on the type of feedback they provide. This position is also responsible for supporting and assisting the Incite Team in key projects and initiatives as directed. The purpose of the position is to give voice to our customers and support the enhancement of the customer experience across all areas of the business

Role Description:

To Assess all feedback provided by clients through customer trip evaluation forms
To disseminate both positive and negative feedback from trip evaluation forms or other sources to appropriate areas of the business
To identify areas of opportunity for operational improvement in all areas of the business and to sort this information into reportable formats to add insight and give to other departments.
To track issues through case management to assess trends
To track resolutions to issues identified in trip evaluations and cycle that information back to clients who provided the feedback
To work with necessary departments to proactively resolve negative client experiences and turn these into positive client experiences
To respond by email or telephone as appropriate to comments made in trip evaluations as a means of establishing customer engagement post travel
To contact clients via email who have not yet provided feedback and to get them to complete their trip evaluation forms
To reach out to clients as assigned to gather specific information or feedback relevant to the business and to always think “Root Cause”
To assist in the gathering of statistical and other information necessary for business presentations or meetings as directed
To never miss an opportunity to add meaningful insight to any given situation
To turn all clients into brand ambassadors and promoters
Take ownership of key identified projects as assigned and deliver success in the research, planning, delivering and implementation stages

Required Skills:

Managing traveller feedback concerns
Professional and appropriate telephone, email and written letter approach and techniques
Familiarity with G Adventures operations, products and services
Familiarity with surveys and survey response strategies
Familiarity with Salesforce
Excellent written and oral English communication
Leadership and motivational skills
Excellent organizational and time management skills
Problem solving and decision making skills
Basic presentation skills
Basic computer skills (Apple, Microsft, Internet)
Positive, self motivated and goal oriented with the ability to be flexible


How to Apply

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