Type of contract: Permanent
"Our people are the heart of Norwegian.
We embrace a culture of diversity ,equality and inclusion.
Embracing this culture is critical to our business success and makes us stronger together.
Our people have different strengths, experiences, and backgrounds,
but all share a passion for our vision; to become the most loved and trusted airline in Europe”.
Are you our new Customer Care GDS Specialist?
Come join our team!
Are you an Amadeus wizard looking to elevate your career in customer care? As a Customer Care GDS Specialist with us, your mastery of Amadeus E-tickets and EMDs, combined with a solid understanding of BSP/IATA pricing, tariffs, and refunds, will be at the core of your role.
Your expertise will not only streamline booking and reissuing processes but also significantly enhance our team’s efficiency and our customers satisfaction. In this dynamic position, your fluency in Amadeus will empower you to tackle complex inquiries with ease, ensuring a top-notch service experience.
Join us, and be a pivotal part of our journey to continuously improve our customer care processes, making a real difference every day.
We can offer:
- Competitive company benefits including employee priced tickets.
- Health and travel insurance
- Positive and exciting workplace in an international organization.
- Challenging, variable, and dynamic environment
You are our ideal candidate if you have:
- English language skills at least B2 level (verbal and written).
- Customer focus competency, excellent communication skills in verbal and written.
- Expert knowledge and understanding of Amadeus E-tickets and EMDs and how to book and reissue
- Beneficial to have BSP/IATA pricing, tariffs and refunds experience.
- Frontline customer service experience in an airline, travel agency or contact center.
- Experience working in digital platforms and quick to grasp new technology.
- Experience as Trainer will be considered an advantage.
- Fluency in any Scandinavian language will be considered an advantage.
This job will be for you if you have:
- Good teamwork capabilities.
- Problem solving competency, flexibility.
- Ability to focus and work in high pace and dynamic environment.
- Self-driven and structured work style.
- Ability to take ownership, solution orientated, proactive, with “can do” attitude and strong work ethic.
- Ability to learn quickly new technology.
- Ability and desire to develop professionally.
In this role you will be responsible for:
- Perform Amadeus related Backoffice tasks.
- Provide 2nd line escalation GDS support to our Contact Centers in relation to fares, ticketing, refunds, ancillaries etc.
- Handle complex Amadeus-related inquiries from customers in all channels if necessary, including transferred customer inquiries from Customer Care Coordinators and Senior Coordinators when escalation is required.
- When required, assist with Amadeus training and uptraining.
- Create and maintain Amadeus user manuals, describing practices and procedures related to Amadeus system.
- Liaise with relevant stakeholders to report Amadeus related issues, feature improvements and other Amadeus related aspects of the operation.
- Stay updated with system information, changes, and updates.
- Responsible for distribution of updates/information on Amadeus to Contact Center and other stakeholders
- Support Team Leader, QA and Training department, identifying skills gaps that may require additional training and coaching.
- Anticipate customer needs, proactively addressing concerns, and ensuring high levels of customer satisfaction.
- When required, participate in projects, and share GDS knowledge cross-department
Do you have any questions?
If so, please contact:
Lasma Vaisjuna
Director Customer Care Operations Latvia
Email: Lasma.Vaisjunanorwegian.com
Inese Babre-Romanovska
Senior HR Advisor
Email: Inese.Babre-Romanovskanorwegian.com
So, what are you waiting for?
If you love the thought of working with us, we urge you to click the Apply Now button to complete our online application. You will need to upload a recent copy of your resume with a cover letter and tell us why you want to join us.
Please note: We can only accept applications that have been submitted through our recruitment system.
We hope to welcome you on board!
Travel required: No travelling required
Application deadline: 07.04.24
