Are you native in Swedish, Danish, Norwegian or Finnish? And are you looking for a new challenge in the airline industry? Our customer is an international Customer Care organization for travel related services, employing around 650 employees in a young and dynamic environment. The company is an independently operating full subsidiary of KLM, Royal Dutch Airlines. Our customer is located in Amsterdam and manages Customer Care Centers in Amsterdam, Enschede and Norwich. The company serves direct and internet customers, travel agents and travel managers, from European countries for KLM, Northwest Airlines and other airlines. The services offered by our customer include reservations, travel information and frequent flyer services.The departmentThe Customer Care department handles reactions such as complaints, claims but also compliments of KLM?s passengers regarding its complete product (check-in procedure, boarding procedure, the actual flight, the catering, baggage handling etc.). The handling of these reactions is done in such a way that formal obligations from KLM to its passengers are met and that the good relation between KLM and passenger is retained or will be recovered.The positionThe Customer Care Representative handles the reactions of passengers within agreed procedures and timelines. He/she investigates the reaction, decides whether further research on the facts is necessary and decides, within a given framework, on KLM?s reaction and possible compensation towards the passenger.In addition, he/she reports trends in passenger reactions and advises on possible improvements. Finally, when product disruption is known in advance, he/she contacts the passenger to inform him/her about the disruption and the offered solution.

• Vacature: - NORDIC - Customer Care Agent KLM / AirFrance
• Opleiding: MBO
• Regio: Amsterdam
• Contract type Fulltime werknemer
• Opdrachtgever: EN HR solutions

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