Customer Care Legal Specialist

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Location: Sweden
Job type: Permanent
Aircraft type:
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Sector: Operations
Job Role:

ARE YOU A TRAVELER?

WE ARE LOOKING FOR A

Customer Care Legal Specialist

We are now looking for an action-oriented, highly motivated, and self-driven Customer Care Legal Specialist to comprehensively deal with escalated customer liability claims against SAS. Customer Care is a part of SAS Sales & Service and handles complaints and feedback from our travellers.

The core responsibility of this role is operational, to work with stakeholders and the team to actively manage legal matters affecting Customer Care by securing consistent and transparent legal processes. You will support and handle a broad range of legal matters within Passenger Rights affecting Customer Care day to day operations.

The position is expected to investigate, negotiate and handle claims escalated to different National Enforcement Bodies, Arbitrations Boards, Claim Agencies and in some cases legal courts.

Responsibilities include but not limited to:

* Management/handling of Customer Care legal escalated case from our vendors as well as from in-house team.

* Responsible for the review, investigating of and response to different legal demands created by Customer Care handling of cases. Manage the resolution of all complaints escalated to regulatory or legal agencies. When possible, pro-actively handle escalated claims to avoid litigation. Interfacing with different National Enforcement Bodies and Arbitrations Boards (Worldwide)

* Ability to obtain/review/implement legal advice from variety of jurisdictions with different legal rulings with supporting guidance of SAS General Counsel.

* Ensuring that Customer Care is compliant with current relevant legal regulations within Passenger Rights and secure operational adaptations (day to day operations) to new court rulings in cooperation with SAS Legal Counsel, as well as evaluating commercial impact on our business.

* Work closely with lawyers representing SAS in courts in different jurisdictions

* Heading day to day legal support by implementing clear processes and guidelines including training

* Establishes and maintains productive working relationships with key internal and external partners, e.g. SAS General Counsel, SAS Operations and Vendors.

* Lead and participate in various projects and forums

Qualifications, experience and personal qualities

We are looking for a colleague who is resourceful, quick on your feet, takes initiative, and has a commercial and legal understanding and takes great joy in delighting our customers. You should have excellent verbal and written communication skills and the ability to effectively collaborate with other departments within SAS as well with our partners. But most of all, we are looking for a highly valued colleague, who will work together with us, to make life easier for the Scandinavian Frequent Travelers. All while having lots of fun!

* Relevant higher education credentials including at least basic legal courses or a paralegal education or if you have the corresponding knowledge acquired through longer work experience (e.g. Insurance claims handling).

* Ability to understand legal concepts and relay them into operative day to day processes

* Strong communication skills in at least one Scandinavian language and English (additional European languages is an advantage), both written and oral, and an ability to build relationships, both internally and externally with key stakeholders

* Excellent organizational and planning skills, as well as strong problem solving skills and ability to think strategically

* Dedicated, result-focused, quick learner who can handle multiple projects and tasks simultaneously and work both independently and as member of a team.

* Self-starter worker, a sense of urgency, ability to multi-task, triage and handle unanticipated situations effectively, and ability to work well under pressure with tight deadlines.

* Adaptability necessary to work effectively in a sometimes ambiguous, changing and challenging business

* Strong commercial awareness and customer-service oriented

* Pragmatic work style; takes initiatives

This description has been designed to indicate the general nature and level of work performed by an employee in this position. The actual duties and responsibility may vary depending SAS needs.

Other

* Full-time

* Location: Stockholm (Solna, Frösundavik)

* Desired appointment date: As soon as possible

* Salary by agreement and qualifications

* Must be willing to travel

* You must be authorized to work within EU. For this position, SAS will not sponsor any work authorization.

Please
apply by using the “Apply” button. All applications will be processed on a
continues bases, so we ask you to send your application as soon as possible.
Your cover letter should include a clear motivation why you find this
interesting and why you are the right person for the job as well how your
education will support you in this position.

For
further information, please contact Anders Petrini, Head of Customer Care, +46
(or anders.petrini@sas.se

WE ARE TRAVELERS
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