Customer Support Specialist

About the role

Finnair Business Services Ltd, part of the Finnair Group, is looking for a Customer Support Specialist to join its team in Tartu, Estonia. You will be the first point of contact for passengers, handling inquiries, bookings, refunds and compensation while upholding the airline’s safety and service standards.

Key responsibilities

• Promptly respond to customer inquiries via email and webform cases, meeting service‑level agreements.
• Handle flight booking modifications, cancellations and upgrades using Amadeus and Salesforce.
• Process refund requests in line with airline policies for canceled flights, ticket changes and service disruptions.
• Manage compensation claims for delays, cancellations or other service failures, following legal and company guidelines.
• Identify and implement process improvements through continuous improvement initiatives.

Required profile

• Comfortable working in customer relations and handling high‑volume inquiries.
• Open to an innovative environment and willing to participate in improvement activities.
• Quick learner of new software and information systems.
• Team player who can support colleagues and take responsibility for own tasks.
• Strong communication skills with fluency in written and spoken English and Estonian; basic Finnish is a plus.
• Previous experience with Amadeus is beneficial.

Required skills

• Amadeus
• Salesforce

What we offer

• Opportunity to work in an international airline group.
• Personal development and career progression paths.
• Flexible ways of working.
• Four‑month induction programme for new employees.
• Wellness compensation and flight benefits for leisure travel.