Customer Service Supervisor

Date: Aug ‎16, ‎2023
Company: Wizz Air Abu Dhabi LLC
Location: Abu Dhabi, AE, P.O. Box ‎1
WELCOME TO THE WORLD OF OPPORTUNITY!
Wizz Air is a leading European low-cost airline with a fleet of modern and
fuel-efficient aircraft. Our mission is to provide affordable and reliable air
travel to everyone, everywhere, while minimizing our environmental impact. We
are proud to foster a diverse and inclusive team of over ‎8,000 employees from
more than ‎90 nationalities, who share our values of inclusivity, positivity,
dedication, integrity, and sustainability.

As a rapidly expanding airline, we offer exciting career opportunities across
a range of functions, from flight operations to engineering, customer service,
finance, and more. We provide extensive training and development opportunities
to help our employees grow and succeed in their roles. Joining Wizz Air means
joining a team that is passionate about aviation, dedicated to excellence, and
committed to making air travel accessible and sustainable for all. If you are
looking for a challenging and rewarding career in the aviation industry, we
welcome you to explore our job opportunities and become a part of our success
story.

Customer Service Supervisor
Based in Abu Dhabi

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.

When applying, please only provide valid information regarding your
educational background and certificates, as the original documents will be
requested during the hiring process.

We look forward to meeting you and learning more about your skills and
experience. Join the Wizz Air team and discover the world of opportunities.