We are looking for a passionate and analytical colleague to join our team as our Data and System Support Specialist within Global Customer Service. This role is crucial in maintaining high proficiency within our customer service organisation, anchoring our coming contact center platform in the business and drive continuous development through system support and performance analysis.
Be part of the movement - and play your part.
About the role
You will play a pivotal role in the introduction of our new contact centre platform in 2025. Our new Data and System Support Specialist will help us achieve our overall 2030 group strategy through elevated digital proficiency and standardisation to simplify our operations for both passengers and freight customers. For most of our colleagues this will mean a different way of working, making you the key person for change and influencing around 800 colleagues.
The key responsibilities will be:

• Onboard and train super users to ensure high utilisation of system functionality.
• Help promote a data driven culture in customer service through building business reports and report on BU- and hub-performance trends.
• Build dashboards and templates for our BUs and Hubs. Analyse trends and highlight opportunities to optimise agent utilisation and performance.
• Act as the link between the Customer Service software vendor and the product owner in our technology and innovation department for upcoming system roadmaps.
• Provide system usage support (front-end super user) and system maintenance, including building routing flows for all channels and technical troubleshooting.
• Support the Head of Passenger Customer Service and the Global Customer Service Director in projects and day-to-day tasks.

You will collaborate closely with local BUs and hubs, thus managing many stakeholders on different levels. You will report to the Head of Passenger Customer Service, and service both our freight and passenger customer service organisations.

About you
We think the strongest teams are built on diversity and inclusivity. Contrasting opinions, varied skills and strong characters bring out the best in us all. And we cannot wait for you to join.
Furthermore, the ideal candidate has:

• Ability to understand complex data from multiple sources, translate it to our business strategy and visualise in easy-to-use dashboards
• Excellent communication and facilitation skills, with training and change management being core elements of the role.
• Background in system support, customer Service analytics, or leading a customer service department.
• Experience with one or more major customer service handling systems as well as building reports and dashboards in Power Bi
• Growth mindset and patient personality.
• Experience in change management.
• Team player with a focus on collaboration across teams, business units, and hubs.

In short: We are looking for a new colleague with a data centric and analytical approach. You can easily visualize complex data sets and translate it to the operational needs of the business. The ideal candidate has over 5 years of professional experience - preferably within a customer service environment working with systems, BI and performance data.

Working at DFDS
Join the movement and grow with us.
While you’re with us, we want you to develop. At DFDS, we believe that development happens first and foremost through activities in the workplace. We will also offer training courses that can support you in your role, if needed.
At DFDS, we promote a great workplace with a diverse and vibrant community, and a healthy work/life balance. Our newly built headquarters in Copenhagen is a unique, modern workplace which received the award "Office building of the year 2023". Here, we enjoy our own game room, fitness facilities, cantina and café, and a rooftop terrace with a beautiful ocean view, all just 5 minutes from the nearest train & metro station.

Are we a match? Then what are you waiting for? Apply Now.
Feel free to reach out to Head of Passenger Customer Service, Patrick Gøtterup, directly at +45 31482259 if you have any questions regarding the position.
We will interview applicants on a continuing basis – therefore we encourage you to apply sooner rather than later. Remember to include both cover letter and CV. In your cover letter, we want you to include examples of when you have translated complex data for easy use in the company - and what your general approach to this is.
We look forward to hearing from you.