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6 months ago
Wizz Air
Location: Hungary
Job type: Permanent
Sector: Airport
Category: Customer Service Jobs
Customer Service - Systems and Development Manager

(based in Budapest
Purpose of the position:

The Systems and Development Manager role aims to provide departmental systems oversight and identify opportunities for optimization and integration to the KPI matrix and reporting structure. Parallel to optimizing existing systems, the Systems and Development Manager is responsible for continuous search of new technologies and their implementation with consideration of the operating environment and future growth.

Responsibilities:

* Evaluation and research of the rules and usage of the systems for constant improvement

* Responsible for the management, optimization, oversight and business rules definition of customer notification systems

* Management of optimization and cross integration of existing and new systems in cooperation with IT and external vendors

* Responsible for successful implementation and management of the CRM system

* Reservation system queue management and notification oversight

* Arrange and manage testing of reservation system and other customer service systems in liaison with IT and E-commerce departments

* Produce reports on weekly and monthly basis

* Produce ad-hoc reports on need basis on management request

* Establish / enhance and manage reporting matrix of Customer Services department in liaison with head of function

* Analyse and prepare for acceptance proposals for process improvements, automation on a continuous basis

* Forecasting and analysis for the support of departmental peer functions

* Respond to ad-hoc requests for management information

* Building and maintaining good work relationship with contracted suppliers as applicable

* Identify new functional opportunities that will strengthen customer engagement

* Participate in strategic projects to improve departmental performance and customer satisfaction metrics

* Liaise with departmental peer functions to ensure highest level of integrity towards the customer according to company standards

* Being up-to date in relevant WIZZ policies and procedures as well as on-going campaigns

* Initiate, manage and participate in cross-functional projects

* Deputize peer functions within department or head of department when required

* Liaise with other departments within the organisation

* Benchmark and share latest customer experience and customer communication trends, standards based on systematic reporting

Requirements

* Good understanding of latest web and mobile technologies, user experience and communication best practices and trends

* Minimum 3 years’ experience on a similar management role

* University or College degree

* Very good web and MS Office (Excel, Power Point etc) knowledge

* Very good English knowledge

* Very good analytical skills

* Teamwork oriented personality

* Positivity, creativity and ambitiousness

* Ability to oversee complex systems and processes

* Willingness to travel occasionally

If you would like to join the dynamic team of Wizz Air, please apply here and attach your English CV.

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