"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 knowledge, 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 relations specialist?

In Norwegian we keep on taking care of our people.

The Specialist Customer Relations plays a crucial role in managing and resolving customer claims, feedback, and inquiries with a focus on delivering high-quality customer service. This position works closely with the Team Leader to develop and maintain efficient routines and guidelines, ensuring that customer interactions are handled in accordance with company policies and relevant legislation. The role also involves collaboration with internal teams and stakeholders to ensure smooth handling of customer-related situations. Proactive in identifying improvements to workflows and enhancing the customer experience, quality of replies, efficiency of the team and with a “cost reducing focus”.

In this role you will be responsible for:

• Collaborate with the Team Leader to establish efficient routines for handling customer claims, feedback, and inquiries, ensuring timely and effective resolution.
• Manage or coordinate customer claims, feedback, and inquiries, ensuring that all cases are handled with care and professionalism.
• Ensure clear communication and strong collaboration within the team and with other internal and external stakeholders.
• Maintain close communication with other departments regarding customer-related situations, ensuring adherence to relevant legislation and internal procedures.
• Work alongside the Team Leader to create and continuously update internal guidelines, policies, and procedures related to customer claims and feedback.
• Ensure that all customer claims and feedback inquiries are processed in compliance with company guidelines and best practices.
• Contribute to cross-functional projects related to customer relations, providing valuable insights and expertise.
• Stay updated on relevant legislation regarding customer rights, such as EU261/2004 and other applicable regulations.
• Assist with other tasks as part of the broader customer care process.
• Contribute to the development of organizational knowledge on customer relations scenarios, helping to improve processes and outcomes.
• Proactive in identifying improvements to workflows and enhancing the customer experience.

You are our ideal candidate if:

• Minimum 3 years of experience within Customer Relations or Customer Service and/or Aviation.
• Strong knowledge of the claim handling process, airport logistics, and the customer journey.
• In-depth understanding of passenger rights legislation, including EU261/2004, and other relevant regulations regarding customer liability.
• Knowledge of products, rules, and regulations within the Norwegian Group.
• Fluent in Norwegian/Scandinavian or English, with excellent verbal and written communication skills.
• Proficient in tools such as ZD (Zendesk), Bono, AMA, Tidy, and Microsoft Office 365.
• Excellent computer and technical skills, with a strong attention to detail and accuracy.
• Strong collaborative skills and the ability to effectively communicate with team members and stakeholders.
• Highly organized, with the ability to manage multiple tasks and prioritize effectively.
• Flexible and adaptable, with a willingness to take on challenges and develop professionally.
• Solution-oriented with a proactive approach to problem-solving and improving processes.
• Eager to contribute to the success of the team and willing to take on various tasks and responsibilities.
• Ability to work both independently and collaboratively within a team environment.
• Flexible, with the ability to adapt to shifting priorities and responsibilities.
• Willingness to take on challenges and further develop professionally.

Why Norwegian:

• You will have the possibility to travel in Europe with employee priced tickets
• We have good pensions and insurance schemes
• You will have flexibility to combine working from a our office (or various locations in Europe) , or from home.
• We have a competitive salary

Do you have any questions?

If so, please contact:

Christine Næss

Title: Team Leader

Email: christine.naessnorwegian.com

So, what are you waiting for?

If you love the thought of working with us, we encourage 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 will accept Your CV and Cover letter, in both English or in a Scandinavian Language

“We care for each other, our customers and our environment as we navigate the skies the Norwegian way”