Norse Atlantic Airways is a low-fare, long-haul airline headquartered in Norway, transforming intercontinental travel with affordability and convenience. We connect bucket-list destinations in the United States, including New York City, Los Angeles, Miami, Las Vegas, and Orlando to key cities across Europe. We also connect travelers to remarkable locations like Cape Town and Bangkok.

Founded in 2021, we are an ambitious, and fast-growing company in the aviation industry, driven by a commitment to innovation and excellence.

Are you passionate about travel and eager to provide exceptional service to fellow explorers? 

As a Customer Experience - Claims Agent, you will sit at the vital intersection of legal compliance and passenger satisfaction. You won’t just "process paperwork", you will be the voice of Norse during the most critical part of a customer’s post-flight journey. Your mission is to handle passenger claims with empathy and efficiency, ensuring that even when things go wrong, the Norse experience remains top tier.

This full-time, office-based role offers the opportunity to work alongside passionate colleagues and gain firsthand insight into how delivering excellent customer service contributes to the success of a global airline.

This position operates in shifts, ensuring 24/7/365 global operations.

Your responsibilities will include:

• Claims Management: Review, investigate, and process passenger claims related to flight delays and cancellations;

• Customer Communication: Respond quickly and efficiently to customer inquiries and claim updates through various digital channels, maintaining a friendly and empathetic attitude;

• CX Improvement: Analyze root causes of claims and provide feedback to the Head of CX to help identify trends and prevent future service failures;

• Conflict Resolution: Handle and resolve complex customer complaints, turning frustrated passengers into loyal advocates through fair and transparent communication;

• Operational Collaboration: Work closely with Customer Experience, Finance, and Legal departments to verify flight data and ensure timely compensation payments;

• Efficiency & Automation: Support the evolution of AI-driven and digital customer service tools to streamline the claims process and reduce manual effort.
  

What we're looking for:

We’re looking for someone with a passion for customer service, a detail-oriented mind, and the ability to navigate complex regulations.

You’ll thrive in this role if you:

• Have excellent communication skills: Both written and verbal (English is our primary language);

• Are an analytical problem solver: You can analyze data from flight operations software to determine claim validity;

• Have a positive "can-do" attitude: You are resilient and maintain kindness even in difficult interactions;

• Are detail-oriented: Accuracy in processing legal claims and financial compensation is essential;

• Are tech-curious: Comfortable working with CX platforms, AI tools, and airline reservation systems;

• Thrive working in a team environment;

• Have the flexibility to work shifts, including nighttime.

Previous experience:

• 1-2 years in customer service, aviation, or legal/claims processing is considered an advantage;

• Knowledge in a Scandinavian language, French, Italian or German is an advantage.

We offer:

• Sky is the limit growth opportunity in dynamic aviation industry;

• Monthly salary ranging from 1400 - 1600 EUR (Gross), based on candidate experience, plus additional compensation for night shifts and work on national holidays;

• Explore the world with exclusive travel privileges to all Norse destinations, plus discounted tickets with our partner airlines;

• Premium health insurance provided after the probation period;

• Gym and wellness benefit, with co-payment for sports activities after the probation period;

• Modern office in the city center - Novira plaza;

• Inclusive and diverse work culture we bring together talent from over 40 nationalities.

We believe that culture will be our competitive advantage.

Team Norse has identified three core values that we all should live and breathe. They are:  

• Be inclusive

• Take ownership 

• Show kindness.