Advisor Customer Relations

Norwegian Group; Bodø; Hybrid; NOK 420,000 - 540,000; Full time

Job summary

Norwegian Group is seeking an Advisor to join the Customer Relations team in Bodø. You will resolve passenger inquiries, navigate EU/CAA regulations, and ensure fair handling of claims for Norwegian and Widerøe customers.

The role requires a minimum of 1 year in customer service, strong communication skills, and proficiency in Zendesk, CRM, Amadeus and MS Office 365. Hybrid work arrangement with travel across Europe may be involved.

Qualifications

• Minimum 1 year experience in customer service.
• Strong knowledge of airport logistics, booking process and customer experience.
• Proficiency in Norwegian/Scandinavian or English, both written and spoken.
• Proficient in Zendesk, CRM, Amadeus and MS Office 365.

Responsibilities

• Manage all aspects of customer claims and feedback, including payments and baggage irregularities, ensuring timely resolution.
• Stay informed on passenger rights legislation and Montreal Convention requirements.
• Ensure compliance with company policies in all customer interactions.
• Make independent decisions within established policies to resolve cases.
• Handle sensitive or complex cases to prevent escalation.
• Foster strong communication within the team and with stakeholders.
• Participate in projects related to customer irregularities and knowledge development.
• Contribute to solving tasks in Customer Care when needed.

Skills

Customer service

Communication

Problem solving

Team collaboration

Attention to detail

Tools

Zendesk

CRM

Amadeus

MS Office 365

Job description

"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 Advisor Customer Relations

We are looking for an organized team player passionate about delivering outstanding customer experiences, who is motivated by complex, diverse challenges.

We are currently seeking a dedicated Advisor to join our Customer Relations team within the Customer Care department in Bodø. In this role, you will work closely with passenger rights and aviation industry regulations to ensure the fair, efficient, and professional resolution of customer inquiries for both Widerøe and Norwegian.

What is it like to work at Norwegian:

Norwegian’s vision is to be the most loved and trusted airline in Europe, and our people are key to achieving that goal.

Here, you’ll find a diverse and dynamic workforce united by a shared purpose and passion for connecting people.

No matter your role, you’ll make engaging connections every day. We care for, encourage, and cheer each other on, celebrating new ideas and different ways of doing things.

So, fasten your seatbelt — your next exciting career journey starts here!

In this role you will be responsible for:

• Manage all aspects of customer claims and feedback, including payments, passenger irregularities and baggage irregularities, ensuring timely and efficient resolution.
• Stay informed and up to date on current legislations regarding customer rights and airline liability, EU261/2004, and other relevant regulations & Montreal Convention
• Keep abreast of changes to Norwegian Group’s policies and guidelines, ensuring compliance in all customer interactions.
• Make independent decisions within established policies and liability frameworks to resolve customer cases effectively.
• Evaluate and handle sensitive or complex cases efficiently to prevent further escalation.
• Foster and ensure strong communication and collaboration within the team and with other stakeholders across the organization.
• Participate in projects related to customer irregularities when required, contributing insights and expertise.
• Contribute to developing organizational knowledge and expertise related to flight disruptions
• Contribute to solving other tasks at Customer Care when needed.

You are our ideal candidate if:

• Minimum 1 year experience from Customer Service.
• Strong knowledge of all aspects of airport logistics, our booking process, WEB page and customer experience.
• Solid understanding of passenger legislation, including EU261/2004 and other Civil Aviation Authority (CAA) requirements related to customer liability.
• Proven ability to make independent decisions and handle challenging situations with confidence.
• Flexible and creative problem-solver, able to think "outside the box" to identify solutions.
• Commitment to personal and professional growth, with the ability to adapt to organizational changes.
• Native-level proficiency in Norwegian/Scandinavian or English, both written and spoken.
• Proficient in tools such as ZD (Zendesk), CRM, Amadeus and Microsoft Office 365.
• Good knowledge of systems, logs, and other lookups necessary for the handling of Claims.

We believe you will thrive and succeed in this role if you:

• Are precise, organized, and have a keen eye for detail.
• Possess exceptional written and verbal communication skills.
• Are solution-oriented and enjoy thinking outside the box to find the best outcomes.
• Have strong interpersonal and collaboration skills that contribute to a positive work environment.
• Are proactive, adaptable, and thrive in a fast-paced, dynamic setting.

We can offer:

Joining Norwegian means more than just a competitive salary — it’s about being part of a community that values and rewards your contributions.

Here’s what you can look forward to:

• Travel in Europe and beyond with massively discounted employee priced tickets with Norwegian and our partner airlines
• We have good pension schemes
• Get comprehensive medical and travel insurance
• You will have the flexibility to combine working from our office and from home
• We offer a competitive salary
• Possibility to participate in activities run by Norwegian SportsClub
• Opportunity to join our share saving plan

Could this be the start of an amazing journey?

Tove Forfang, Manager Customer Relations & Fraud Prevention, [e-mail].

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

The Norwegian group is a leading Nordic aviation company, owning two leading airlines in the Nordics: Norwegian Air Shuttle and Widerøe’s Flyveselskap. Norwegian operates an extensive network connecting the Nordics with major European cities, while Widerøe primarily serves short-runway airports in rural Norway, providing vital regional connectivity.

Travel required:Some travelling must be expected

Our Story

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.

The Norwegian brand expanded across the globe as the airline launched short haul services across Europe and then entered the long-haul sector serving the US, Asia and South America. In 2018 the company changed course to focus on core destinations and the right sizing of the airline in response to customer demand and global industry trends.

The rapid global spread of COVID-19 throughout 2020 and into 2021 accelerated this process and in January 2021 the company announced a simplified business structure and a dedicated short haul only network concentrating on a broad range of domestic routes in Norway, across the Nordics and to key European destinations.