PRODUCT ADMINISTRATOR

Product Administrator, Customer Service

SAS Customer Service annually manages millions of customer contacts with the assistance of our external partners and contact centres. We recognize a growing need to enhance our digital capabilities to provide customer-centric solutions and services to our travellers, partners, and internal agents. 

Challenges you will work on: 
As a Salesforce Product Administrator, you will play a vital role in our agile Salesforce development team, actively contributing to the release of new functionality according to our roadmap and backlog. Your primary mission is to facilitate swift adjustments to system configurations and rule engines, ensuring the efficient utilization of all functionalities in our Salesforce Service Cloud. You are expected to stay ahead of knowledge regarding new system functionalities and developments, utilizing this knowledge to support your team members. Additionally, you will be responsible for overall administration of user accounts and permissions for Salesforce, as well as other customer service systems.

As a Product Administrator at SAS, you will work on:

•    Configuring and customizing Salesforce Service Cloud to meet business needs and requirements 
•    Collaborating with stakeholders to gather feedback and requirements for continuous improvement of functionalities 
•    Supporting the management and maintenance of customer cases, queues, and assignment rules within Service Cloud  
•    Monitor and resolving incidents across customer service channels, including providing technical support for Salesforce
•    Creating and maintaining custom reports and dashboards for stakeholders 
•    Evaluating system usage to suggest improvements to both users and the development team 
•    Administering user accounts, licenses and permissions in Salesforce and other customer service systems 
•    Acting as subject matter expert for fraud, including maintaining product data, configuring features and supporting user testing 

To be successful, we believe you have 
•    Relevant Bachelor's or Master's university degree 
•    Salesforce Administrator certified 
•    Minimum of 2 years of professional experience 
•    Experience working in Salesforce Service Cloud 
•    Experience with agile ways of working (i.e., scrum) 
•    Fluency in English, both spoken and written 
•    Familiarity with GitHub 
•    Familiarity with CRM platforms or customer service software (e.g. Salesforce, Zendesk, Hubspot etc.)  
•    Experience from previous customer service organization is meriting 
•    Experience in Fraud detection is meriting 
•    Experience in Voice-bot configuration is meriting 

Personal Qualities: 
•    Self-motivated, proactive, and taking great responsibility for your tasks 
•    A methodical and logical approach, with good problem-solving skills 
•    Ability to adapt to evolving customer service requirements and prioritize tasks accordingly 
•    Team player mentality with a willingness to collaborate and support colleagues in achieving customer service goals. 
 

Why SAS?

At SAS, we offer extensive opportunities for professional development in an international, fast-paced working environment. We are dedicated to the continuous growth of our employees. Working with us comes with a variety of benefits, including: 
•    Travel Perks: Enjoy discounted travel opportunities around the world with SAS. 
•    Health & Wellness: Access to health and wellness benefits, including a newly renovated gym with complimentary classes such as CrossFit and yoga. 
•    Discounts: Receive discounts from a wide range of brands, as well as on transportation to and from airports, airport shops, hotels, and car rentals. 
•    Work Environment: Our office location in Frösundavik offers a vibrant workspace with a restaurant, café, and easy access to outdoor activities in Hagaparken and Brunnsviken. Engage in running, tennis, outdoor gym sessions, kayaking, and stand-up paddling with equipment available free of charge. 
•    Convenient Commute: Benefit from a non-stop bus service connecting our office to Solna station, and commuter trains, alongside a network of cycle paths. 

Our Culture at SAS 
At SAS, we are dedicated to caring for each other, delighting our travelers, and driving the transformation towards sustainable aviation. As a future colleague on our team, you’ll join a culture where we work collaboratively towards common goals, recognize each other's contributions, and celebrate successes. Our focus is on safe, sustainable, and punctual execution, and we are committed to protecting our planet while transforming SAS for the future. This is an empowering workplace where you can thrive, grow, and take ownership of your work. Join us at SAS and be part of shaping the future of aviation! 

  
Additional information 
•    Deadline for application: 19/10/25. Please send us your CV and cover letter as soon as possible, as interviews are conducted continuously, and the position may be filled before the application deadline. Note that we are not able to handle any applications that are sent by email, due to GDPR regulations. 
•    Desired start date: As soon as possible  
•    Position: Fulltime (100%) starting with a 6-month probation period 
•    This position is based in Frösundavik, Solna (Stockholm), and you will be expected to work onsite. Remote work may also be an option, depending on the agreement made with your manager. 
•    A background check will be conducted at the final stage of this recruitment process, as this role is security classified. If you are aware of any specific matters that may come up during this background check, we kindly ask you to be transparent about them during the recruitment process. 
 

If you have questions about this position, you are welcome to contact Janni Ridderström, Acting Head of Digital Customer Service & Analytics via Email: janni.ridderstrom@sas.se 

Come and fly with us!