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- Tasks: Support customers in Nordic markets and manage holiday-related inquiries with empathy.
- Company: Join loveholidays, a trailblazing travel company focused on customer experience.
- Benefits: Enjoy 25 days holiday, training budget, and discounted holidays for friends and family.
- Why this job: Be the voice of loveholidays and make a real impact in the travel industry.
- Qualifications: Fluency in Danish, Swedish, or Norwegian, plus strong communication skills.
- Other info: Dynamic team culture with opportunities for personal growth and career development.
The predicted salary is between 30000 - 42000 £ per year.
Why loveholidays? At loveholidays, we trailblaze together. We are on a mission to open the world to everyone, giving our customers unlimited choice, unmatched ease, and unmissable value for their next getaway. Our team is the driving force behind our role as our customers' personal holiday expert - the smart way to get away.
We are using progressive tech to drive cutting-edge innovation and open the world to everyone. Within our CX Team, you will find a place to accelerate your growth by actively seeking learning opportunities and carving your own path. You will create impact for our future by owning projects and shaping the business strategy to reach shared goals, all within our enhanced international community of collaborative and passionate teams.
The impact you will have: The role of Customer Experience Agent is critical at loveholidays. You will be the voice of the company as we launch in the Nordics, providing dedicated support for outbound transactions before, during, and after their holidays. For this new market, we need true all-rounders who are flexible and prepared to participate in many and varied activities, adapting quickly should the focus shift to handling inbound customer queries and any other relevant tasks.
You will be building and maintaining customer trust across key Nordic markets (Denmark, Sweden, and Norway), ensuring exceptional service quality, and driving cultural and market knowledge across the wider business.
Your day-to-day:
- Customer Support & Escalations
- Outbound Transaction Management: Proactively manage and resolve issues related to pre-booked package holiday components for Nordic customers (flights, hotels, transfers, etc.).
- Social Media Engagement: Act as the primary responder for customer inquiries and engagement across social media channels, initially focusing on Facebook and Twitter, with the flexibility to expand to new channels as the market grows.
- Complaint Resolution: Serve as the final escalation channel, handling complex customer complaints and issues efficiently and empathetically, including outbound calling when necessary to resolve urgent matters.
- Marketing, Content & Tech Support
- Market Insight: Support the Marketing team by providing valuable market insights, understanding customer trends, and sharing knowledge about what motivates customers in the Danish, Swedish, and Norwegian markets.
- Content & Quality Assurance: Support content teams with expert translations and vet both internal and customer-facing documents and web content for correct spelling and grammatical accuracy in all required Nordic languages.
- Chatbot Training: Collaborate with the Tech team to train our chatbot, Sandy, helping it to effectively learn and communicate fluently in the respective Nordic language they cover.
Your skillset:
- Language Fluency (Essential): Native or near-native level fluency in Danish, Swedish, or Norwegian, combined with excellent verbal and written communication in English. Fluency in more than one of these Nordic languages is highly beneficial.
- Communication & Negotiation: Exceptional verbal communication skills, including the ability to conduct professional outbound calls for sensitive escalation cases.
- Customer Service Experience: Previous experience in a high-volume customer service or contact centre environment—ideally in travel, but not a necessity.
- Social Media Proficiency: Demonstrable experience in managing public customer interactions and resolving issues via social media platforms (Facebook, Twitter).
- Attention to Detail: Meticulous approach to proofreading, translation, and data entry for content accuracy.
- Strong Technical Abilities: Proficient in using web-based applications for multiple hotel suppliers, airlines, and our internal systems.
- Adaptability: Ability to multi-task, prioritise, and manage time effectively in a fast-paced environment and adapt quickly to potential shifts toward handling inbound transactions.
Perks of joining us:
- Company pension contributions at 5%.
- Individualised training budget for you to learn on the job and level yourself up.
- Discounted holidays for you, your family, and friends.
- 25 days of holidays per annum (plus 8 public holidays) increases by 1 day for every second year of service, up to a maximum of 30 days per annum.
- Ability to buy and sell annual leave.
- Cycle to work scheme, season ticket loan, and eye care vouchers.
At loveholidays, we focus on developing an inclusive culture and environment that encourages personal growth and collective success. Each individual offers unique perspectives and ideas that increase the diversity and effectiveness of our teams. And we value the insight and potential you could bring on our continued journey.
The interview journey:
- Intro with a member of the Talent team - 30 minutes
- Language vetting with a native language speaker - 15 minutes
- Interview with Head of CX Germany & CX Operations Manager International - 1 hour
Customer Experience Agent - Norwegian Speaking in London employer: loveholidays
Contact Detail:
loveholidays Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Agent - Norwegian Speaking in London
✨Tip Number 1
Get to know loveholidays inside out! Familiarise yourself with their mission and values, especially how they aim to provide exceptional customer experiences. This will help you stand out in interviews and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your language skills! Since this role requires fluency in Nordic languages, brush up on your communication skills in Danish, Swedish, or Norwegian. Being able to demonstrate your language proficiency during the interview can really set you apart.
✨Tip Number 3
Show off your social media savvy! Since you'll be engaging with customers on platforms like Facebook and Twitter, prepare examples of how you've successfully handled customer interactions online. This will highlight your experience and adaptability in a fast-paced environment.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows that you’re proactive and keen to join the loveholidays family. Let’s get you on board!
We think you need these skills to ace Customer Experience Agent - Norwegian Speaking in London
Some tips for your application 🫡
Show Your Passion for Travel: When you're writing your application, let your love for travel shine through! Share any personal experiences or stories that highlight why you’re excited about helping others plan their holidays. We want to see that spark!
Tailor Your Application: Make sure to customise your application for the Customer Experience Agent role. Highlight your relevant skills and experiences, especially in customer service and social media. We’re looking for those who can adapt quickly and handle various tasks!
Be Clear and Concise: Keep your application straightforward and to the point. Use clear language and avoid jargon. We appreciate a well-structured application that makes it easy for us to see your qualifications and enthusiasm at a glance.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team at loveholidays!
How to prepare for a job interview at loveholidays
✨Know Your Stuff
Before the interview, make sure you research loveholidays and understand their mission. Familiarise yourself with their services, especially in the Nordic markets. This will help you demonstrate your enthusiasm and show that you're genuinely interested in the role.
✨Show Off Your Language Skills
Since fluency in Norwegian, Danish, or Swedish is essential, be prepared to showcase your language skills during the interview. Practice speaking about your previous experiences in customer service in your chosen language, as this will highlight your communication abilities.
✨Prepare for Real Scenarios
Think of examples from your past work where you've handled customer complaints or resolved issues effectively. Be ready to discuss these scenarios in detail, as the interviewers will want to see how you approach problem-solving and customer engagement.
✨Engage with Social Media
Since social media engagement is a key part of the role, brush up on your experience managing customer interactions online. Be prepared to discuss how you've successfully resolved issues via platforms like Facebook and Twitter, and share any insights you have about customer trends in the Nordic region.
