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Passenger Care Centre
Agent

Reporting to:
Passenger Care Centre Manager and Senior Duty Manager if on duty
PURPOSE OF POSITION
The Passenger Care Centre Agent is overall responsible for the day-today passenger
communication and care. Ensures consistent, reliable and high level of customer service
in accordance with corporate and departmental service level requirements to meet and
exceed customer expectation in the area managed by respective team.
RESPONSIBILITIES:
1.Overall responsible for the day-today management of passenger communication & care during disruptions via templates & automated systems/processes, and all connecting reporting systems. The 24/7 PCC agents are sitting in OCC, reporting dotted line to the Duty manager in shift, whilst having oversight by the PCC Manager. The 24/7 AHD agents are sitting at one of Wizz Air`s Contact Center providers (outside Wizz Air HQ).
2. Responsible for managing passenger communication for non-standard cases, tailor templates, send manual communication, activate resources (incl. managing proactive outgoing & incoming calls)
3.Ensure flawless communication in between functions managing disruptions real time
4. Provide input for reports and regularly report on area of responsibility
5.Responsible for understanding on site situation from passenger perspective, reporting (real time & post), and activating resources real time if needed
6. Liaise with Operations Control and Ground Operations departments in recovery procedures oversight and compliance matters
7. Oversights all communications going out to customers during disruptions in terms of specific content & communication channel choice, related to different type of disruptions -Operational, Commercial, ad hocuniversity or high school/college degree
8. Follows PCC Manual & Customer Recovery Playbook in terms what, where, how, when, and to whom to communicate both for automated communication, ad hoc and edge casesat least 6 months experience in customer service & communication, call centre or
direct passenger care experience preferred
9. Liaise with cross-functional functions reporting to the Senior Duty Manager in OCC in the shift for alignment during disruptions real time in terms of communication & passenger care
10. Informs and briefs respective Call Centres about major disruptions to be able to better assist passengers with incoming calls
11. Responsible to activate ‘Call Now’ for proactive call out campaigns in alignment with Senior Duty Manager and cross functional team in the shift.
12. Monitors real time passenger feedback (once set-up) and managers actions accordingly
13. Manage systems for SMS/email notification – manage manual sending until automatic solution is in place
14. Oversights system once automated systems are set-up
15. Feedbacks system, process and reporting improvement to the PCC Manager
16. Modifies SMS/email sending timing in IFST
17. Creates regular reporting connected to own area of responsibility, set-up by PCC Manager
18. Respond to ad hoc requests for management information
19. Identify new functional opportunities that will strengthen customer engagement
20. Participate in strategic projects to improve departmental performance
21. Being up-to date in relevant WIZZ policies and procedures as well as on-going
campaigns
REQUIRMENTS
University or high school/college degree
At least 6 months experience in customer service & communication, call centre or
direct passenger care experience preferred
Above average written and verbal communication skills
Fluent English knowledge
Team worker personality
Ability to work under time pressure
Computer literacy
CONDITIONS OF EMPLOYMENT
Office environment working 24/7 in shifts
SUBSTITUTION:
Can substitute other PCC Agent. Can be substituted by PCC Agents
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