Process Lead - Email Resolution
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København K
Opportunity
Maersk is transforming to the global integrator of container logistics and changing the face of the logistics industry by becoming first truly integrated service provider across shipping-owning ocean services, airfreight, landside, lead logistics, and contract logistics.
Customer experience and customer centricity is a key part of enabling the strategy.
We offer
An exciting and attractive career in a truly global environment with the possibility of continuous professional and personal development.
The primary focus of the Customer Experience teams in Maersk is to enable proactive issue resolution, first contact resolution, and an intuitive digital experience
The Email resolution Process Lead has the responsibility for ensuring a customer centric, standardized email resolution process.
Email is a mature channel for Maersk, and it is a key channel to ensure a simple and relevant customer service
The purpose of the role is to service our customers with greater accessibility and efficiency, in order to lift the Customer Experience.
Maersk offers an agile international atmosphere with focus on high performance, results, and respect for our employees.
Key responsibilities
Accountable for guiding successful email resolution which includes:
• Define a standardised email resolution process leveraging the email resolution software
• Drive adoption of the standardised email resolution process
• Manage email resolution process escalations
• Drive appropriate data-oriented analysis, adoption of technology solutions and process improvements to achieve business goal
• Manage stakeholder communication across multiple lines of business on process changes and escalations
• Communicate and take the lead role in identifying gaps in process areas and work with all stakeholders to resolve the gaps
• Be a SME for the process and a referral point for peers and frontline
• Meet deadlines in a fast-paced work environment driven by complex software systems and processes
• Perform deep dive in the process and come up with process improvements through automations
• Collaborate effectively with Email product managers and subject matter experts to support launches of new process and services.
We are looking for
Basic qualifications:
• Bachelor’s Degree with relevant experience of 6+ years with 2+ years of stakeholder management
• Excellent communication (written & oral), strong organizational skills and detail oriented
• Strong analytical, problem-solving, and critical-thinking skills
• Comfortable working in a fast paced, highly collaborative, dynamic work environment
• Willingness to support several initiatives at one time, and to accept reprioritization as necessary
• Customer Experience/Service experience
Preferred Qualifications:
• Business Analytics experience.
• Six Sigma/Green Belt Certification
• MBA
• Email Resolution experience
• Salesforce.com service cloud experience (i.e. case mgmt.)
• Exposure to working with technology teams and solving operational issues
At Maersk we value the diversity of our talent and will always strive to recruit the best person for the job – we value diversity in all its forms, including but not limited to: gender, age, nationality, race, sexual orientation, disability or religious beliefs.
We are proud of our diversity and see it as a genuine source of strength for building high performing teams.
Information og data
Denne ledige stilling har jobtypen "Afdelingsleder", og befinder sig i kategorien "Ledelse og personale".
Arbejdsstedet er beliggende i København K.
Jobbet er oprettet på vores service den 22.12.2021, men kan have været deaktiveret og genaktiveret igen.
Dagligt opdateret: Dette job opdateres dagligt ud fra jobudbyderens hjemmeside via vores søgemaskineteknologi og er aktivt lige nu.
- Afdelingsleder
- København K
- Fredag den 07. januar 2022
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