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Full-Time Customer Service Manager
Job Description
Overall responsibility
The Customer Service Manager is responsible for all aspects of the customer service operation. The aim of this position is to build and maintain a good relationship with the Call Centre Service Providers, ensure excellent customer service by managing the operation and performance of the outsourced call centre, and to lead the Customer Service Team inhouse. This manager will be responsible for the whole process of incoming and outgoing calls and complaint handling and customer service related developments on the airline’s website.
The Customer Service Manager will report to the Head of Ground Operations and Customer Service of the Company.
Responsibilities include:
- lead and manage the airline’s Customer Service Team and Call Centre Service Providers
- manage cost in line with budget and deliver even lower cost operational solutions
- ensure accurate and timely processing of all calls and claims
- supervise the daily operation and performance of the Call Center in order to provide a high-level customer service
- ensure that the necessary reports are prepared on a daily, weekly and monthly basis
- take part in strategic projects to improve efficiency and customer satisfaction
- respond to ad hoc requests for management information
- liaise with other departments within the organization
- keep the Service Level Agreement standards
- forecasting and analyzing
Requirements:
- college or university degree
- excellent spoken and written English and Hungarian
- good communication and problem-solving skills
- ability to work under stress
- Ms Office skills
- additional language and experience in customer service and/or the airline industry is an advantage
How to Apply
If you would like to join the dynamic team of Wizz Air, please attach your CV in English and the copy of your highest finalized degree here: http://ldd.tbe.taleo.net/ldd01/ats/careers/requisition.jsp?org=WIZZAIR&cws=1&rid=3121963 total views, 0 today