Finnair is a diverse community of professionals who work ambitiously with a big heart and commitment. A strong safety culture is our priority and at the core of our everyday work, never taking it for granted. We are committed to doing our share in solving the climate challenge by determinedly following our science-based pathway to decarbonize our operations. We find meaning in our purpose: to enrich lives by bridging the world, and our identity and service mindset stems from our iconic brand’s Nordic heritage. Our values – Commitment to care, Working Together, Simplicity and Courage – guide us in everything we do.
The Customer Care Support team is part of the e2e Disruption Management team and supports our Global Contact Centers to ensure customer experience according to Finnair’s KPIs. The team provides specialist proactive and reactive support and guidance to customer service and relevant stakeholders in accordance with the set service standards across the areas of Disruption, Involuntary and Voluntary Ticket Issues, as well as Reservation, Loyalty, Digital, Feedback, and Operations Control support.
We are now looking for
CUSTOMER SERVICE SPECIALIST
to work in Finnair’s Customer Care Support team. The team works in shifts on weekdays and on weekends. You will be supporting our Customer Care teams in Contact Centers through various channels: phone, chatter, and email. This is a parental leave substitute and a fixed-term contract beginning this October until 2nd of August 2025, potential for continuation.
Main responsibilities:
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Executes day-to-day transactional 2nd-line customer service support tasks, including responding to inquiries, handling complaints, and reporting problems, in accordance with the organization’s service standards.
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Interacts with customers and relevant stakeholders to provide answers to inquiries involving a company’s products and services.
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Executes Finnair’s values, and sustainable principles, and set policies in resolving complaints.
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Refers unresolved issues to designated personnel for further investigation.
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Ensures that information and instructions to Contact Centers and relevant stakeholders are up to date.
Our expectations:
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Good understanding of work in airline customer care.
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Ability to prioritize and work under time-pressure.
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Excellent knowledge and skills in reservations, ticketing, Finnair customer service processes and policies.
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Understanding of disruptions handling.
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Customer Care systems knowledge and operating skills e.g. Amadeus-based ARDweb, Salesforce, Altea CM, Altea Inventory.
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Capability of making daily work-related decisions independently.
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Excellent communication skills.
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Excellent written and spoken skills in Finnish and English, other languages considered a plus.
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Suitable education in e.g. travel and hospitality BA or similar work experience.
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Minimum of 4+ years of relevant work experience in airline customer service operations.
Working at Finnair:
We offer you an exciting opportunity to work in the fast-changing aviation and international travel industry in a culture that drives and enables professional development and continuous improvement. You will be supported by internally highly rated supervisory work with modern leadership practices that we constantly develop.
We are happy to enable our employees to enrich their lives and fulfill their travel dreams by offering a wide leisure travel benefit. We also support the health and wellbeing of our employees through our own Sickness Fund insurance benefit, gyms around the Finnair campus and activities organized by our hobby clubs.
Are you ready for the challenge and want to join our team? Submit your application with your CV and salary expectation no later than September 8th 2024. We will start contacting and interviewing possible job candidates already during the application period.
Please note that we do not process applications submitted via email.
For more information, please contact Team Manager Katja Heiniö by phone +358 50 588 4324 on Friday August 30th between 1pm to 2pm or Thursday September 5th between 1pm to 2pm.
Please note that the hiring process includes a pre-employment security clearance and a pre-employment health examination.
Our people are key to our success and the foundation that makes Finnair unique. We are committed to creating a safe work environment where all our people can thrive and succeed. We cherish diversity and strive to employ people with different backgrounds and experiences, to bring together multiple views to foster our business success. According to our employee survey, respecting diversity is at a high level in our work community. You are welcome to join Finnair as your authentic self.