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Customer Service Operations Experience Manager
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Customer Service Operations Experience Manager
Location:
Budapest
Job Code:
CS2018
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Description
Customer Service Operations Experience Manager
(based in Budapest)
Purpose of the position:
Operations Experience Manager is responsible for the oversight and management of customer experience related aspects of daily operations including customer contact and direct customer communication in standard and disrupted operations circumstances.
Ensure consistent, reliable and high level of customer service in accordance with corporate and departmental service level requirements to meet and exceed customer expectation.
Responsibilities:
* Improve existing processes and establish new methods to enhance customer information flow during standard operations and flight disruptions
* Participate in cross functional projects with aiming to improve customer experience while maintaining process and cost efficiency
* Liaise with Operations Control and Ground Operations departments in recovery procedures oversight and compliance matters
* Enhance processes and exercise oversight of airport helpdesk function at contracted providers
* Building and maintaining relationship with the customer relations supervisors of contracted providers
* Monitor/benchmark industry best practices to ensure service level improvement on continuous basis in the area of responsibility
* Serve as point of contact for Wizz Air PR and Social Media teams when information needed on operational situations attracting media attention
* Identify new functional opportunities that will strengthen customer engagement Metrics
* Exercise oversight of communication in case of flight disruptions, including initial notifications, verification of communication towards passengers and seek automation / information technology based solutions thereof
* Establish processes and follow up on service recovery procedures based on EU261 regulations in liaison with Ground Operations
* Assisting OCC Duty Managers with reinforcing Customer Services related aspects of operations (GCC)
* Managing schedule change notifications process oversight
* Provide input for reports and regularly report on area of responsibility
* Participate in cross-functional projects on behalf of the head of function
* Deputize peer functions within department or head of department when required
* Respond to ad hoc requests for management information
* Liaise with other departments within the organization
* Create, analyse and benchmark different service and performance models to drive achievement of goals with contracted partners and as applicable develop and track actions and timelines for corrective improvement plans
Requirements:
* College/university degree
* 2-3 years’ working experience in multinational environment
* Fluent English knowledge (both oral and written)
* 1-2 years of aviation operational experience is an advantage
* Very good communication, problem solving and cooperation skills
* Practical, hands-on attitude, end-to-end approach
* Determined, constructive personality
* Ability to set up processes, new methods
* Ability to work independently and also in a team
* Willingness to travel occasionally
If you would like to join our dynamic team at Wizz Air, please apply here and attach your CV in English.
Apply for this job