Wizz Air is the largest low-cost airline in Central and Eastern Europe, it operates a fleet of 112 Airbus A320 and Airbus A321 aircraft, and offers more than 600 routes from 25 bases, connecting 146 destinations across 44 countries. At Wizz Air, a team of over 4,500 aviation professionals delivers superior service and very low ticket prices making Wizz Air the preferred choice of more than 34 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 recently received the highest 7-star safety rating by airlineratings.com, a world’s only safety and product rating agency, as well as was 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.
Purpose of the position:
As a part of the 24/7 Operations Control Center, acting as a customer champion, the Disruption Control Centre Agent will play a key role at the time of disruptions as a point of contact to all airports, acting as a bridge between the Operations Control Center, Airport Ground Handling Agents and Ground Operations Managers and Customer Service and Call Centers. When the operations running normal, the Disruption Control Centre Agent is supporting Wizz Air Customer Services, OCC and Ground Operations teams by proactively monitoring daily traffic and controlling Customer Services and Ground Handling related matters.
•Communication and follow up in case of flight disruptions, including initial notifications, verification of communication towards passengers and follow up on service recovery procedures, based on EU261 regulations
•Building up folders per each and all disruption case with all kind of records, telephone or other communications, SITA, mail or other messages and all evidences about disrupted passengers , aircraft and crew management
•Assisting OCC Duty Managers with decision making in case of disruptions
•Assisting Call Centre with drafting communications for passengers in case of disruptions
•Communication with crew and ground handler in case of disruptions, following up on service recovery real-time
•Controlling and solving DCS related issues on the spot (sending missing Passenger Name Lists, changing lids, etc.)
•Communication about operational limitations
•General Ops tasks (out of Disruption times)
•On time monitoring of operational messages and delay codes, follow up with non-complying stations
•Correcting improper delay codes on daily bases
•Dealing with ad-hoc Inadmissible Passenger cases, UK Home Office calls
•Complying records on Ground Handler non-compliance cases in order to assist with SLA follow-up
•General administration and reporting duties
Ongoing college or university studies
Excellent communication and organization skills
MS Office skills
Flexible approach and ability to remain diplomatic
Ability to work in shifts
Ability to work under pressure
Knowledge of Newskies, AIMS and SITA systems is an advantage
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