Customer Service Supervisor

Date: Jan ‎14, ‎2023
Company: Wizz Air Abu Dhabi LLC
Location: Abu Dhabi, AE, P.O. Box ‎1
WELCOME TO THE WORLD OF OPPORTUNITY!
We are committed to making sure that everyone, everywhere can benefit from
travelling at the lowest prices , while keeping the social, economic and
environmental impact of our operations in mind. Our strategy is built on low
fares and a diverse network, supported by efficient and sustainable
operations and high-quality customer service
* WIZZ is a fresh, vibrant & contemporary brand, we are confident & not shy
* We always strive to break out of category & think outside the box
* Our ‎5 brand values lead the way:
* Inclusivity - We collaborate together to achieve our goals
* Positivity - We are an optimistic, happy, inspired and inspiring team
* Dedication - We have an entrepreneurial 'can do' attitude: we take individual & collective ownership and are accountable for everything we do
* Integrity - We hold ourselves to the highest possible standards of business ethics in everything we do
* Sustainability - We strive to be the greenest choice of air travel and work hard on continuously decreasing our environmental footprint

Customer Service Supervisor

Who we are:
* We are committed to making sure that everyone, everywhere can benefit from travelling at the lowest prices, while keeping the social, economic and environmental impact of our operations in mind. Our strategy is built on low fares and a diverse network, supported by efficient and sustainable operations and high-quality customer service
* WIZZ is a fresh, vibrant & contemporary brand, we are confident & not shy
* We always strive to break out of category & think outside the box
* Our ‎5 brand values lead the way:
* Inclusivity - We collaborate together to achieve our goals
* Positivity - We are an optimistic, happy, inspired and inspiring team
* Dedication - We have an entrepreneurial 'can do' attitude: we take individual & collective ownership and are accountable for everything we do
* Integrity - We hold ourselves to the highest possible standards of business ethics in everything we do
* Sustainability - We strive to be the greenest choice of air travel and work hard on continuously decreasing our environmental footprint

What we offer:
* Instant impact, from any level of the organisation
* True international and multi-cultural work environment
* Comprehensive, end-to-end processes oversight
* Exposure to C-suite management
* Fast career progression, internal mobility and talent management supported by training opportunities (Wizz Academy and bespoke trainings)
* Passionate, driven and diverse team
* Work in a fast growing - can do - organisation, which is expanding in Europe, the UK and Middle East'
* Life insurance
* Participation in the employee bonus scheme
* Unlimited number of significantly discounted and confirmed seating tickets, giving access to a continuously growing network of destinations'.
* On the job training in the airline operations
* AYCM sport pass contracting possibility

Purpose of the position:
The position is responsible for ensuring customer satisfaction throughout the
customer journey and at all touch points with Wizz Air Abu Dhabi. The position
is responsible to ensure that Wizz Air Abu Dhabi's call centers, claims
processors, customer communication and support vendors meet the expected
service standards and are delivering the services cost effectively.

Responsibilities:
* The Customer Service Supervisor is responsible for:
* Formulation of targets and management of the performance of call center, claims handling, customer communication and support
* Provide feedback to internal and external stakeholders on customer, disruption and claims related issues
* Formulating and execution of customer recovery, brand protection and claims limitation plans during disruption and abnormal and normal operations
* Measure and report on performance of key metrics related to customer satisfaction, experience and service delivery of external vendors
* Ensure adherence to the Passenger Welfare Program requirements, established procedures etc.
* Prepare daily/weekly/monthly/annual results and performance reports.

Skills and competencies:
* "Can do" attitude
* Work well under pressure
* Decision-making skills
* Attention to detail
* Teamwork skills
* Proficiency in MS Office

Requirements:
* Min. ‎3 years of experience in customer service or call center role.
* Proven ability to work effectively in a complex, dynamic, fast-paced environment
* Good communication and negotiation abilities.
* Excellent organizational skills and results-oriented approach
* Experience in managing a number of tasks related to reporting, quality assurance a cases tracking.
* Self-motivated and proactive, willing to take initiative and responsibility.
* Confident in spoken and written English
* High school diploma or equivalent

Advantage:
* Knowledge of performance evaluation procedures.
* Confident in spoken and written Arabic
* Local UAE/GCC market insights
* Previous experience in s customer management or supervisory role
* University Degree

Unfortunately, due to the volume of applications we receive we are unable to
provide feedback to you at this stage, should your application not meet the
requirements. Thank you for your understanding.