Customer Care Specialist (Fixed-term) at Finnair

Vantaa, Uusimaa, Finland -

Full Time

Start Date

Immediate

Expiry Date

15 Jun, 26

Salary

0.0

Posted On

17 Mar, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service Support, Complaint Handling, Inquiry Response, Stakeholder Interaction, Service Standards Adherence, Ticket Changes, Disruption Handling, Reservation, Pricing, Check-in System Issues, Loyalty Programs, Digital Services, Customer Claims, Feedback Management, Finnish, English

Industry

Airlines and Aviation

Description

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: With our heart in Finland, we make every journey better, today and tomorrow. Our values – Always Safe, Customer at Heart and Stronger Together– guide us in everything we do. The Customer Care Support team is part of the End-to-end Disruption Management team and supports our Global Contact Centers and airports to ensure smooth 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 involuntary and voluntary ticket changes, disruptions, reservation and pricing, check-in system issues, loyalty, digital services and customer claims and feedback. We are now looking for a CUSTOMER CARE SPECIALIST to work in Finnair’s Customer Care Support team. The team works in shifts every day of the year. You will be supporting our Customer Care teams in Contact Centers and our Ground Crew at airports throughout our network through various channels: phone, chatter, and email. This is a fixed-term contract beginning in April 2026 and lasting until May 2027. Main responsibilities: Executes day-to-day customer service support tasks, including responding to inquiries, handling complaints, and reporting problems, in accordance with the organization's service standards. Interacts with customers and relevant stakeholders to provide answers to inquiries involving company's products and services. Executes Finnair's values, sustainability principles and set policies in resolving complaints. Refers unresolved issues to designated personnel for further investigation. Ensures that information and instructions to Contact Centers and relevant stakeholders are up to date. Our expectations: Good understanding of work in airline customer care. Ability to prioritize and work under time pressure. Excellent knowledge and skills in reservations, ticketing, Finnair customer service processes and policies. Understanding of disruption handling. Knowledge and operating skills in Amadeus-based ARDweb, Salesforce, Altea CM, Altea Inventory. Capability of making daily work-related decisions independently. Excellent communication skills. Excellent written and spoken skills in Finnish and English, other languages considered an advantage. Suitable education in e.g. travel and hospitality BA or similar work experience. 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, Epassi (sport, culture, wellbeing or commuting 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, cover letter and salary expectation no later than Sunday, 29 March 2026. We start reviewing the applications already during the application period. Please note that we do not process applications submitted via email. Please note that the hiring process includes a pre-employment drug test. For more information, please contact Hanna Lampiselkä (Team Manager) by phone +358 40 536 5968 on the specified hours stated below (EEST, UTC+2): Friday, 20 March between 10 am –11 am Monday, 23 March between 1 pm –2 pm 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. Finnair is a network airline that specialises in passenger and cargo traffic between Europe, North America and Asia. It also offers package tours under its Aurinkomatkat-Suntours brand. Finnair offers direct flights to approximately 40 countries and over 100 destinations.

Responsibilities

The specialist executes day-to-day customer service support tasks, including responding to inquiries, handling complaints, and reporting problems according to service standards. This involves interacting with customers and stakeholders to resolve issues related to company products and services, ensuring information provided to Contact Centers and stakeholders is current.