Wizz Air is a leading European low-cost airline. 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 110 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 experience, 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.
Digital Channels Junior Manager
Based in Budapest
Purpose of the role
Digital Channels Engagement Manager is responsible for leading the strategy, development, and execution of customer support through Chatbot, Live Chat, Help Centre, and Website channels. Ensures consistent and reliable Chatbot and Live Chat activity in accordance with corporate and departmental service level requirements to meet and exceed customer expectation in the area managed by respective team. Is responsible for the continuous development and optimization of the Chatbot, Help Centre and website self-service functionalities. The ideal candidate will be passionate about creating seamless digital experiences, leveraging technology to drive superior customer experiences.
Responsibilities
- Develop and execute a strategic plan for managing and improving Chatbot, Live Chat, Help Centre, and Website self-service channels.
- Collaborate with senior leadership to align digital engagement strategies with overall business objectives.
- Lead the development, implementation, and maintenance of Chatbot and Live Chat functionalities.
- Monitor performance metrics and user feedback to optimize Chatbot and Live Chat channels for better customer interaction and satisfaction.
- Oversees and manages digital platforms in area of responsibility (Chatbot, Live Chat platforms).
- Define departmental quality KPI and standards of written customer communication.
- Monitor the performance and report on the indicators on a weekly/monthly basis.
- Coordinate with external vendors for technical enhancements of Chatbot and Live Chat and issue resolution.
- Oversee the content strategy, organization, and continuous improvement of the Help Centre.
- Ensure Help Centre content is accurate, up-to-date, and effectively addresses customer needs.
- Responsible for setting up, managing, and overseeing processes & systems connected to Chatbot, Live Chat and Help Centre, including harmonization of communication across the different channels.
- Collaborate with content teams to create new articles, guides, and FAQs based on customer inquiries and feedback.
- Identify opportunities for enhancing the customer experience on the website.
- Work with UX/UI designers and developers to implement improvements that enhance usability and engagement.
- Analyse website analytics and customer feedback to drive continuous improvement.
- Track and report on key performance indicators (KPIs) for Chatbot, Live Chat and Help Centre.
- Provide insights and recommendations based on data analysis to inform strategic decisions.
- Work with business, Digital & IT teams to plan the upcoming Customer Service developments based on business value.
- Develop and keep up to date Chatbot, Live Chat, and Social Media manuals, in liaison with Customer Care Team stakeholders.
- Manage ad-hoc inquiries and requests from management related to the area of responsibility.
- Manage and oversee incident reporting from Customer Service agents, supervisors, and managers with the area of responsibility.
- Cooperate cross-functionally within the organization.
- Stay informed about industry trends and advancements in digital engagement technologies.
Experience
At least 1 year experience in operations, customer experience or project management.
Hard skills
- Proficiency in managing social media moderation and live chat tools.
- Strong analytical skills with an ability to identify patterns and recommend scalable solutions.
- Advanced computer literacy.
Education
Bachelor’s or Master’s degree
Language
Fluent English (both written and spoken)
Skills and competencies
- Excellent written and verbal communication skills.
- Strong organizational and problem-solving abilities.
- Team-oriented personality with the ability to work under time pressure.
- Creative problem-solving skills.
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.
