Stillingstittel: Customer Service Consultant (ref.nr. 2981009380)

Stillingsbeskrivelse:
Since its establishment in 1893, Hurtigruten has carried international tourists, cargo and local passengers along the Norwegian coast. Today, the company operates 11 ships along the Norwegian coast and the explorer ship MS Fram in the Arctic and Antarctic. The company also owns Spitsbergen Travel AS, which operates arctic explorer tourism on Svalbard. Hurtigruten is one of Norway's strongest brands. The Group Headquarter is located in Tromso, but the company also has offices in Kirkenes, Oslo, London, Hamburg, Paris, Tallinn and Seattle. The Group has approximately 2,000 employees and achieved a turnover in 2014 of around 3.6 billion NOK.Customer Service Consultant - Hurtigruten Pluss AS

Do you want to take part in developing one of Norway's most well-known brands? Are you driven by creating the best possible experience for your customers? We are now searching for the right candidate to join our Customer Service team in Tromsø. As part of the team you are crucial in creating the good customer experiences despite schedule changes, product changes and capacity changes that might occur. In addition the team handles complaints, refunds and insurance settlements for our guests. The Customer Service team is mainly located in Tromsø, and with colleagues in Tallinn, Hamburg and London this is a great oppotunity to take part in a global organisation from your desk in Tromsø.

Job description

• Service and solution oriented towards internal and external customers
• Handling and rebooking of guests in the event of schedule changes and incidents, in tight cooperation and according to guidelines from Maritime Operations
• Rebook and support guests onboard and on their way to the ship if cancellation and schedule changes
• Update the report of schedule changes and control of passenger lists from the ships
• According to duty scheme be responsible for emergency phone 24/7 towards Maritime Operation and our ships
• Be part of the Crisis management team for handling of passengers and next-of-kin in case of emergency
• Work closely with our Customer Sales Center, our ships, Maritime Operation, Hotel Operation, HR and Crew Center, IT, local sales offices and agents
• Handling of complaints Nordic market, and assist complaints handling in other markets
• Initiate measures based on customer claims and feedback, to improve and prevent similar future claims to occure
• Other tasks can be added to the function

Qualifications

• Academic background within sales, service, travel, emergency handling or other relevant fields
• Experience within sales, service and emergency handling
• Proceeding within complaints
• Good IT knowledge and a fast learner when it comes to our booking systems, CRM systems, crisis management tools and onboard systems (Fidelio)
• Speak and write Norwegian and English fluently

Personal qualities

• Flexible, independent and solution oriented
• High working moral and integrity
• Show initiative and be action oriented during challenging and unpredicted situations
• Skilled in coordinating and tackling many simultateous tasks and prioritizing of these
• Be a role model for Hurtigruten's core values: We Inspire, We empower, We explore, We care

We offer

• The possibility to take part in the development of one of Norway's strongest brands.
• An inspiring workplace in progress.
• A highly competent and experienced team with a high customer focus
• Staff rates on all our ships for you, your familiy and close friends
• Competitive compensation & benefits

Location:Fredrik Langes gate 14, 9008 TromsøContact info:Sigurd Bay, VP Strategic Projects, (+47) 918 84 186Key info:Advertiser: Hurtigruten ASR

Minstelønn: 0

Maksimal lønn: 0

Arbeidsgiver Navn: Hurtigruten Pluss AS

Arbeidsgiver adresse: 9008 TROMSØ

Job kort beskrivelse: Travel consultants and clerks

Land: Norge

Region: Troms

Kilde til jobbtilbud: NAV, Offentlige arbeidsformidlinger, Norge

Lønn valuta: NOK

Lønn periode: Pr. år