PRIORITY CUSTOMER SERVICE AGENT

Priority Customer Service Agent

SAS Customer Service annually manages millions of customer contacts languages via the help of external partners and our own contact centers. Our exciting journey to build the future’s customer service has started and we aim to meet the changing demands of our customers. The journey will consist of many initiatives, with a strong focus on digitalization, automation, and process development. We pride ourselves on delivering exceptional customer experiences and are committed to ensuring our customers receive top-notch support at every touchpoint.

Purpose

We are seeking a dedicated and customer-focused individual to join our team as a Priority Customer Service Agent. In this role, you will be responsible for providing personalized assistance and support to our priority customers, including frequent flyers, travel agents and corporates. As a key member of our team, you will play a crucial role in delivering an unparalleled level of service and ensuring the highest level of customer satisfaction.

This is an excellent opportunity to be part of the evolution of SAS Customer Service as we take the next step in delivering exceptional service. The role is critical within our customer service operation, entailing significant responsibility to act with integrity and trustworthiness.

Key Responsibilities

•    Serve as the primary point of contact for priority customers, including handling inbound calls, emails, and other forms of communication
•    Provide personalized assistance and support to priority customers, including booking reservations, managing itinerary changes, resolving travel-related issues, refunds and claims
•    Proactively monitor flight status and assist priority customers with rebooking in the event of delays, cancellations, or other disruptions
•    Handle inquiries and requests from priority customers with professionalism, empathy, and attention to detail
•    Utilize customer relationship management (CRM) systems and other tools to maintain accurate records and provide efficient service
•    Stay informed about airline policies, procedures, and offerings to effectively assist priority customers and provide relevant information
•    Collaborate with colleagues to identify opportunities for service improvement and contribute to enhancing the overall customer experience

Qualifications

•    Previous experience in customer service, preferably in a call center environment within the airline or hospitality industry
•    Exceptional communication skills, both verbal and written, with the ability to interact confidently and effectively with priority customers
•    Strong problem-solving skills and the ability to handle complex situations with tact, diplomacy, and professionalism
•    Detail-oriented with excellent organizational skills and the ability to prioritize tasks in a fast-paced environment
•    Proficiency in computer systems and software applications commonly used in call center operations (e.g., CRM systems, Microsoft Office suite)
•    Speaking a Scandinavian language on a native level and fluet in English. If you speak Norwegian that is a plus.
•    A passion for delivering personalized service and a commitment to exceeding customer expectations
•    Experience working with high-value customers, such as frequent flyers, VIPs, or premium travelers, is a plus

Other of Importance

The position is a full-time position (3-month probational period). Opportunity for professional development. Great benefits in form of ID travel tickets and health care allowance.

Our offices are in the AMAGERSTRAND complex close to Copenhagen Airport. There is a restaurant, a café, and a newly renovated gym complimentary for all SAS staff, as well as nearby facilities for practice of paddle and running, all within walking distance to metro and railway stations and of course good access by bike from central Copenhagen

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