The Norwegian story began almost three decades ago - we were founded in 1993 but only began operating as a low-cost carrier with Boeing 737 aircraft in 2002. Our core values have remained the same since the beginning to offer affordable fares for all and to allow customers to travel the smart way by offering value and choice throughout their journey.
Our employees are proud of the achievements and accolades that Norwegian has received, and we continue to be seen as industry pioneers in low-cost travel and sustainability. We operate a focused short haul network connecting key European destinations with the Nordics.
Together, we are dedicated to creating seamless air travel for our customers, in Norway, across the Nordics, and to key European destinations
Job Description
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 teams 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.
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-departments
Requirements
For this position the following qualifications will be needed:
- 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.
We are looking for a colleague with these personal qualities:
- 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.
Company offers
What we can offer:
- Opportunity to purchase employee priced flight tickets and explore the world.
- Positive and exciting place to work in an international expanding organization.
- Challenging, variable and dynamic environment where you can develop your skills.
- Salary starting from 1900 Eur gross, depending on qualifications and skills.
- Health insurance starting from first month of work.
- Flexibility to combine working in a cozy and brand-new office with home office.
- Employee events and engagement activities.
- Mobile phone and monthly subscription coverage.
If you love the thought of working with us, we urge you to Apply Now 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!
