Customer Service Supervisor

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 serviceWIZZ 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.

Follow Us:

Wizz Air LinkedIn

Wizz Air Facebook