process specialist

SAS Customer Service annually manages millions of customer contacts in 14 languages via the help of our external partners and our own contact centers. Our exciting journey to build the future's customer service has started and we aim to meet the changing demands of our customers. The journey will consist of many initiatives, with a strong focus on digitalization, automation, and process development. 

As a process specialist you are expected to support in the development of new Refunds and Pre-Travel processes when we modernize our processes and systems in the ART project. You will work closely with other process developers to transform our processes into being more standardized, digital, and automated.  

You will also be responsible for:

• Driving the requirements of the Refunds and Pre-Travel area within Customer Service together with stakeholders within Customer Service, Finance, Commercial and IT 
• Securing that all processes are of high quality through thorough testing
• Standardizing procedures and way-of-working
• Updating the knowledge database
• Development of training materials & train the trainer
• Follow-up on training to secure knowledge
• Follow-up on vendors to secure process adherence 
• Collaborating with internal stakeholders and other departments 

To ensure that:

• Necessary procedure coverage and adherence for our Refunds and Pre-Travel processes
• All information related to the processes are easy-to-use, easy-to-find and up-to-date 

• Skilled in Refunds and Pre-Travel processes within airline industry
• Experience of writing information and step guides to users of a system
• Experience of writing training materials
• Excellent written language skills in English
• Proven customer service training experience
• Experience of cross-functional collaboration
• Technical experience of working with Salesforce and Amadeus
• University degree in business administration or equivalent  

As a person you we believe you are:

You are proactive, self-going and take initiatives and take overall great responsibility for your tasks. You are interested in technology and easily learn new systems, can identify patterns and communicate technical need. Furthermore, you also know how to pedagogically communicate information both in verbal and written format. You are thorough. Great emphasis is placed on collaboration internally to work together, and we therefore see good cooperation skills as a prerequisite for success in the role. 

At SAS, we offer extensive opportunities for professional development in an international, fast-paced working environment. We are dedicated to the continuous growth of our employees. Working with us comes with a variety of benefits, including:    
  

• Travel Perks: Enjoy discounted travel opportunities around the world with SAS.  
• Health & Wellness: Access to health and wellness benefits, including a newly renovated gym with complimentary classes such as CrossFit and yoga.  
• Discounts: Receive discounts from a wide range of brands, as well as on transportation to and from airports, airport shops, hotels, and car rentals.  
• Work Environment: Our office location in Frösundavik (Stockholm) offers a vibrant workspace with a restaurant, café, and easy access to outdoor activities in Hagaparken and Brunnsviken. Engage in running, tennis, outdoor gym sessions, kayaking, and stand-up paddling with equipment available free of charge.  
• Convenient Commute: Benefit from a non-stop bus service connecting our office to Solna station, and commuter trains, alongside a network of cycle paths.  

At SAS, we are dedicated to caring for each other, delighting our travelers, and driving the transformation towards sustainable aviation. As a future colleague on our team, you'll join a culture where we work collaboratively towards common goals, recognize each other's contributions, and celebrate successes. Our focus is on safe, sustainable, and punctual execution, and we are committed to protecting our planet while transforming SAS for the future. This is an empowering workplace where you can thrive, grow, and take ownership of your work. Join us at SAS and be part of shaping the future of aviation 

• Deadline for application: 10/02/2026. Please send us your CV as soon as possible, as interviews are conducted continuously, and the position may be filled before the application deadline. Note that we are not able to handle any applications that are sent by email, due to GDPR regulations.
• Desired start date: As soon as possible.
• Position: Full-time temporary position until March 28, 2027, with the possibility of extension
• This position can be based in Frösundavik, Solna (Stockholm), Copenhagen, or Oslo. You will be expected to work onsite. Remote work may also be an option, depending on the agreement made with your manager. 
    

Is this you? If so, come fly with us. We look forward to hearing from you 

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