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Open position
Customer Service Department | Full Time | Budapest, Hungary
Purpose of the position
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 Centre 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
Salary & Benefits
University or high school/college degree
At least 6 months experience in customer service & communication, call centre or direct passenger care experience preferred
Above average written and verbal communication skillsFlexible working hours and hybrid working
Fluent English knowledge
Good analytical and organizational skills
Team worker personality
Ability to work under time pressure
Computer literacy