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EVIDENCE COLLECTION
Location: Budapest, Hungary
Job Type: Full-time (Onsite-work)
Supporting the work of the Customer Experience Department, the Evidence Collection Agent will get an insider view into the everyday operations of an airline, and will play a key role in following up and evaluating all operational disruptions (significant delays or cancellations) in terms of their background and root causes. In accordance with the relevant regulations, the agents will need to check and collect, then save the related documents and reports as pieces of proof, to establish an up-to-date evidence database. The Agent will need to support Wizz Air Customer Experience and the Legal Department with additional information collection on an ad hoc basis. The agents will receive a full training in the usage of the related systems, and to understand the relevant operational and legal background, to ensure all necessary knowledge is acquired before they can start working. When operations are running normal with no disruptions, the agents will need to support with general administrative and information collection tasks.
Responsibilities:
Investigation and follow up in case of flight disruptions, initial evaluation of extraordinary circumstances, based on EU261 regulations.
Cooperating with other departments in order to understand the full background of disruption events
Building up folders per each and all disruption cases with all kinds of records, telephone or other communications, SITA, e-mail or other messages and all evidences about disrupted passengers, aircraft and crew management
Assisting Customer Experience, Contact Centres and the Legal Department with additional information provision about disruptions in the past
Acting as first point of contact and representing Wizz Air in official proceedings including mediatory board hearings
Communication with contracted ground handling companies or airports to request additional information about disruptions, when needed
On time monitoring of operational messages in cooperation with Disruption Control Center Agents
General administration and reporting duties
Passenger Care Centre Agent
Location: Budapest, Hungary
Job Type: Full-time (Onsite-work)
The Passenger Care Centre Agent is overall responsible for the day-today passenger communication and care. Ensures consistent, reliable and high level of customer service in accordance with corporate and departmental service level requirements to meet and exceed customer expectation in the area managed by respective team.
Responsibilities:
Overall responsible for the day-today management of passenger communication & care during disruptions via templates & automated systems/processes, and all connecting reporting systems. The 24/7 PCC agents are sitting in OCC, reporting dotted line to the Duty manager in shift, whilst having oversight by the PCC Manager. The 24/7 AHD agents are sitting at one of Wizz Air`s Contact Center providers (outside Wizz Air HQ).
Responsible for managing passenger communication for non-standard cases, tailor templates, send manual communication, activate resources (incl. managing proactive outgoing & incoming calls)
Ensure flawless communication in between functions managing disruptions real time
Provide input for reports and regularly report on area of responsibility
Responsible for understanding on site situation from passenger perspective, reporting (real time & post), and activating resources real time if needed
Liaise with Operations Control and Ground Operations departments in recovery procedures oversight and compliance matters
Oversights all communications going out to customers during disruptions in terms of specific content & communication channel choice, related to different type of disruptions - Operational, Commercial, ad hoc
Follows PCC Manual & Customer Recovery Playbook in terms what, where, how, when, and to whom to communicate both for automated communication, ad hoc and edge cases
Liaise with cross-functional functions reporting to the Senior Duty Manager in OCC in the shift for alignment during disruptions real time in terms of communication & passenger care
Informs and briefs respective Call Centres about major disruptions to be able to better assist passengers with incoming calls
Responsible to activate ‘Call Now’ for proactive call out campaigns in alignment with Senior Duty Manager and cross functional team in the shift.
Monitors real time passenger feedback (once set-up) and managers actions accordingly.
Manage systems for SMS/email notification – manage manual sending until automatic solution is in place
Oversights system once automated systems are set-up
Feedbacks system, process and reporting improvement to the PCC Manager
Modifies SMS/email sending timing in IFST
Creates regular reporting connected to own area of responsibility, set-up by PCC Manager
Respond to ad hoc requests for management information
Identify new functional opportunities that will strengthen customer engagement
Participate in strategic projects to improve departmental performance
Being up-to date in relevant WIZZ policies and procedures as well as on-going campaigns