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Passenger Care Centre Agent
1103 Budapest X. kerület
1700 Ft/óra
30-40 óra/hét

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. 


• 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. 

• Responsible for managing passenger communication for non-standard cases, tailor templates, send manual communication, activate resources (incl. managing proactive outgoing & incoming calls)

• Ensure flawless communication in between functions managing disruptions real time

• Provide input for reports and regularly report on area of responsibility

• Responsible for understanding on site situation from passenger perspective, reporting (real time & post), and activating resources real time if needed

• Liaise with Operations Control and Ground Operations departments in recovery procedures oversight and compliance matters

• 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 hoc

• 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 cases

• 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

• Informs and briefs respective Call Centres about major disruptions to be able to better assist passengers with incoming calls

• Responsible to activate ‘Call Now’ for proactive call out campaigns in alignment with Senior Duty Manager and cross functional team in the shift.

• Monitors real time passenger feedback (once set-up) and managers actions accordingly

• Manage systems for SMS/email notification – manage manual sending until automatic solution is in place

• Oversights system once automated systems are set-up

• Feedbacks system, process and reporting improvement to the PCC Manager

• Modifies SMS/email sending timing in IFST

• Creates regular reporting connected to own area of responsibility, set-up by PCC Manager 

Elvárt képességek, kompetenciák:

• 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

• good analytical and organizational skills

• team worker personality

• ability to work under time pressure

• computer literacy

Végzettség szintje: Főiskolai vagy egyetemi alapképzés
Végzettség szintje: Főiskolai vagy egyetemi mesterképzés
Tapasztalat: Pályakezdő
Tapasztalat: Diák vagy szakmai gyakorlat
Angol: Felsőfokú
Munkavégzés helye:
1103 Budapest
1700 Ft/óra
30-40 óra/hét