Flemming Juel Jensen
Manager Online Customer Service & Cash Sales
My name is Flemming Juel Jensen. I have a degree in market economics specializing in international marketing and am Head of Online & optimization at our Kundelinjen customer service.
My team develop and run our knowledge management system, in which we collect answers to all the questions our customers ask us.
We also optimize the processes in Kundelinjen so that we work in the most efficient way possible, ensuring the best possible customer experience.
Most people have an opinion about PostNord
I think that when you see the company from outside, it’s hard to imagine that there’s a lot more going on here than just delivering letters and parcels. But PostNord is a company with a large number of processes and complex daily operations that I’m excited to be a part of.
I’m aware that I’m part of a business that most people have an opinion about and that’s fine – that gives us something to talk about.
PostNord’s own Google
“If only there were a Google for all our knowledge.” This is what one of our employees said when we asked our staff what we’d need to do to provide even better customer service. There were far too many places where employees were supposed to search for answers to customer questions – from the intranet to information screens and emails.
PostNord is a company with a large number of processes and complex daily operations that I’m excited to be a part of.
This wasn’t an optimum situation, which is why we set the goal of bringing all the information together in one place – in a knowledge management system. It works like Google so when a customer calls us, we can quickly find the right answer.
This also means that our front line agents are ready to answer customer calls after a short period of training. Today we have many students who help us assist our customers. It’s a popular job, so we’re actually often able to recruit staff without advertising.