Wizz Air is the largest low-cost airline in Central and Eastern Europe, operates a fleet of 100 Airbus A320 and Airbus A321 aircraft, and offers more than 600 routes from 25 bases, connecting 141 destinations across 44 countries. At Wizz Air, a team of more than 4,000 aviation professionals delivers superior service and very low ticket prices making Wizz Air the preferred choice of over 30 million passengers in the past 12 months. Wizz Air is listed on the London Stock Exchange under the ticker WIZZ and is included in the FTSE 250 and FTSE All-Share Indices. Wizz Air is registered under the International Air Transport Association (IATA), Operational Safety Audit (IOSA), the global benchmark in airline safety recognition. The company was recently named 2017 - European Airline of the Year by Aviation 100, a renown annual publication that recognizes the year’s most outstanding performers in the aerospace industry.


Customer Service - Systems and Development Manager

Location: Budapest
Job Code: CSSDM

Description

Customer Service - Systems and Development Manager

(based in Budapest)

 

Purpose of the position:

The Systems and Development Manager role aims to provide departmental systems oversight and identify opportunities for optimization and integration to the KPI matrix and reporting structure. Parallel to optimizing existing systems, the Systems and Development Manager is responsible for continuous search of new technologies and their implementation with consideration of the operating environment and future growth.   

 

Responsibilities:

  • Evaluation and research of the rules and usage of the systems for constant improvement
  • Responsible for the management, optimization, oversight and business rules definition of customer notification systems
  • Management of optimization and cross integration of existing and new systems in cooperation with IT and external vendors
  • Responsible for successful implementation and management of the CRM system
  • Reservation system queue management and notification oversight
  • Arrange and manage testing of reservation system and other customer service systems in liaison with IT and E-commerce departments
  • Produce reports on weekly and monthly basis
  • Produce ad-hoc reports on need basis on management request 
  • Establish / enhance and manage reporting matrix of Customer Services department in liaison with head of function
  • Analyse and prepare for acceptance proposals for process improvements, automation on a continuous basis
  • Forecasting and analysis for the support of departmental peer functions
  • Respond to ad-hoc requests for management information
  • Building and maintaining good work relationship with contracted suppliers as applicable
  • Identify new functional opportunities that will strengthen customer engagement
  • Participate in strategic projects to improve departmental performance and customer satisfaction metrics
  • Liaise with departmental peer functions to ensure highest level of integrity towards the customer according to company standards
  • Being up-to date in relevant WIZZ policies and procedures as well as on-going campaigns
  • Initiate, manage and participate in cross-functional projects
  • Deputize peer functions within department or head of department when required
  • Liaise with other departments within the organisation
  • Benchmark and share latest customer experience and customer communication trends, standards based on systematic reporting

 

Requirements

  • Good understanding of latest web and mobile technologies, user experience and communication best practices and trends
  • Minimum 3 years’ experience on a similar management role
  • University or College degree
  • Very good web and MS Office (Excel, Power Point etc) knowledge
  • Very good English knowledge
  • Very good analytical skills
  • Teamwork oriented personality
  • Positivity, creativity and ambitiousness
  • Ability to oversee complex systems and processes
  • Willingness to travel occasionally

If you would like to join the dynamic team of Wizz Air, please apply here and attach your English CV.



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