PROCESS SPECIALIST B2B (STO/CPH)

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Kastrup

Process Specialist

SAS Customer Service annually manages millions of customer contacts in 14 languages via the help of our external partners and our own contact centers. Our exciting journey to build the future’s customer service has started and we aim to meet the changing demands of our customers. The journey will consist of many initiatives, with a strong focus on digitalization, automation, and process development.

Are you ready to make a significant impact and drive a transformative change? After several challenging years, we have identified opportunities for improvement, both big and small. We are now looking for someone who can see the full picture and lead these initiatives.

Challenges you will work on

As a Process Specialist, you will be at the forefront of developing B2B initiatives within Customer Service. You will collaborate closely with other process developers to standardize, digitalize, and automate our processes. Additionally, you will ensure that all information related to the processes are up to date and accessible to both internal agents and externally to our customers.

As a Process Specialist B2B at SAS, you will:

You will also be responsible for:
• Driving the development of the area B2B which includes Corporate and Groups within Customer Service together with stakeholders within Customer Service, Commercial and IT
• Securing that all processes are of high quality and are compliant to internal and external requirements
• Standardizing procedures and way-of-working
• Updating the knowledge database
• Development of training materials & train the trainer
• Follow-up on training to secure adherence to overall processes
• Collaborating with internal stakeholders and other departments

To ensure that:
• Necessary procedure coverage for all customer service processes
• Necessary information in our customer Service information pages, FAQ’s and Turi (our chatbot)
• All information related to the processes are easy-to-use, easy-to-find and up-to-date

To be successful, we believe you should have:

• Proven experience of process development optimization in practice and theory
• Experience in Goup and Corporate processes within airline or transport industry
• Experience of writing information to customers
• Excellent written language skills (English and either Scandinavian language)
• Experience in training
• Experience of cross-functional collaboration
• Technical experience of working with Salesforce and Amadeus
• University degree in business administration or equivalent

As a person you have:
A “can do” spirit and are not afraid of challenges. You are self-motivated, proactive and take initiatives and take an overall great responsibility for your tasks. Furthermore, you also know how to pedagogically communicate information both in verbal and written format. Great emphasis is placed on collaboration internally to work together, and we therefore see good cooperation skills as a prerequisite for success in the role.

This is how we make your journey at SAS matter

Purposeful: We are heading into a future where change is never-ending, and the need to rethink and rebuild is too. A future of conscious thoughts and sustainable innovation. A future we make possible. We fly because the world is moving, and it needs our help to stay in motion.
Flexible: Office, Home, Norway, Copenhagen – wherever you are, Scandinavia is your home and flexibility is at our core
Adventurous: We grow by making the world smaller. Discounted airline tickets providing you, your family and friends possibility to travel the world at great prices.
Personal: Ingenuity and creativity are central to our work, We offer an opportunity to work on many challenges and initiatives
Innovative: The restless pulse of our world offers endless possibilities to develop new customer solutions and new avenues for personal and professional growth. Working at SAS means contributing to and benefiting from a fast-paced, dynamic environment and playing a leading role by transforming aviation.
Ownership: Opportunity of bringing initiatives from ideas into end-point delivery

Other of Importance

• Deadline for application: August 22nd
• Desired start date: As soon as possible
• Position: Fulltime (100%) starting with a 6 month probation period
• This position can be based in Frösundavik, Solna (Stockholm) or Copenhagen
• To be eligible for this position you need a EU-work permit

For questions regarding the position or recruitment, please contact hiring manager Karolina Soppela at [xxxxx]
We look forward to hearing from you!

#LI-VK1

SAS, Scandinavia's leading airline since 1946, operates from its principal hub at Copenhagen Airport (CPH), complemented by hubs in Oslo (OSL) and Stockholm (ARN).
Our mission is to connect Scandinavia with the world and the world with Scandinavia. Each year, SAS serves more than 25 million passengers and transports 55 tons of cargo to 135 destinations across Europe, the USA, and Asia. With a passionate workforce of over 10,000 colleagues, we collaborate with partners and customers to drive transformative changes in aviation. We are committed to achieving net-zero emissions by 2050, embodying the visionary spirit of our founders: “To move from the old to what is about to come, is the only tradition worth keeping”. Innovation and societal progress are at the heart of everything we do.

For more information, visit our website at [xxxxx] follow us on social media for the latest updates and promotions.

Information og data

Denne ledige stilling har jobtypen "Projektleder", og befinder sig i kategorien "Ledelse og personale".

Arbejdsstedet er beliggende i Kastrup.

Jobbet er oprettet på vores service den 1.8.2024, men kan have været deaktiveret og genaktiveret igen.

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Dagligt opdateret: Dette job opdateres dagligt ud fra jobudbyderens hjemmeside via vores søgemaskineteknologi og er aktivt lige nu.

Type: Projektleder
Sted: Kastrup

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