TEAM LEAD PRIORITY CUSTOMER SERVICE CENTER

TEAM LEAD PRIORITY CUSTOMER SERVICE CENTER City: Solna Job Function: Other TEAM LEAD PRIORITY CUSTOMER SERVICE

SAS Customer Service annually manages millions of customer contacts with the help of external partners and our own contact centers. Our journey to revolutionize customer service has begun, focusing on digitalization, automation, and process development to meet evolving customer demands. We prioritize delivering exceptional experiences at every touchpoint. We are now seeking a highly motivated and experienced Team Lead to join our Priority Customer Service Center.

The successful candidate will be responsible for coaching and supervising our priority customer service team to ensure the highest level of customer satisfaction and operational efficiency. The role implies managing people in day-to-day operations but no direct reports.

The Priority Customer Service Center is a new role

Initially, your focus will be on helping to build a team of Customer Service agents to deliver world-class service to our valued Priority Customers.

Key Responsibilities

• Coach, mentor, and motivate a team of customer service representatives to deliver outstanding service to passengers serving as one point of contact for customer inquiries
• Oversee daily operations of the customer service department, including managing incoming calls, emails, and other inquiries
• Serve as a subject matter expert on company products, services, and policies, ensuring that team members are equipped with the knowledge and resources needed to address customer inquiries accurately and efficiently.
• Handle escalated customer issues and complaints, resolving them in a timely and professional manner
• Monitor key performance indicators (KPIs) and metrics to evaluate team performance and identify areas for improvement
• Conduct regular training sessions and performance evaluations to ensure team members are equipped with the necessary skills and knowledge

Qualifications

• Bachelor's degree in business administration, hospitality management, or equivalent experience
• Minimum of 5 years of experience in a customer service role industry, with at least 2 years in a leadership or supervisory position
• Excellent communication, interpersonal, and leadership skills
• Strong problem-solving abilities and ability to handle difficult situations with diplomacy and tact
• Proven track record of meeting or exceeding customer service KPIs
• Ability to work under pressure in a fast-paced environment and adapt to changing priorities
• Proficiency in Microsoft Office Suite and customer relationship management (CRM) software (Salesforce is an advantage)
• At least one Scandinavian language on a native level and fluency in English

Other of Importance

Be able to travel to SAS offices and Suppliers, both domestic and international.
The open position is placed in our Head Office in Frösundavik, Stockholm.
The position is a full-time position (6-month probational period). Six weeks of vacation per year. Opportunity for professional development. Great benefits in form of ID travel tickets and health care allowance. Local gym at your workplace Discounts via Benify portal

Frösundavik is a great place to work. There is a gym, restaurant, café and a variety of services to make your life easier. It’s located in a green area of Solna and close to Hagaparken and Brunnsviken. There’s a non-stop bus connection from the Central Station to Frösunda, commuter trains to/from Solna Station, and a good network of cycle paths.

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SAS, Scandinavia’s leading airline, with main hubs in Copenhagen, Oslo and Stockholm, flies to destinations in Europe, USA and Asia. Spurred by a Scandinavian heritage and sustainability values, SAS aims to be the global leader in sustainable aviation. We will reduce total carbon emissions 25 percent by 2025, by using more sustainable aviation fuel and our modern fleet with fuel-efficient aircraft. In addition to flight operations, SAS offers ground handling services, technical maintenance and air cargo services. SAS is a founding member of the Star Alliance™, and together with its partner airlines offers a wide network worldwide.