Senior Customer Service Agent

Ryanair Group Holdings; Dublin; On-site; EUR 30,000 - 42,000; Full time

Benefits offered by this job

Discounted travel

Unlimited travel to destinations

Career progression opportunities

Job summary

Ryanair in Dublin is seeking a Senior Customer Service Agent to join Europe’s Largest Airline Group. This role focuses on efficient complaints handling, escalation management and cross-functional collaboration to drive timely resolutions.

You will support the Customer Service Manager and Escalations team, maintain detailed records, and work with stakeholders to identify recurring issues while upholding company policies and EU regulatory requirements.

Qualifications

• Proficient in Microsoft Office suite and data entry.
• Strong problem-solving abilities with a proactive approach.
• Excellent interpersonal and written communication skills.
• Attention to detail and ability to manage high-volume tasks.

Responsibilities

• Efficient and appropriate complaint and escalation handling ensuring compliance with company policies and regulations
• Investigate and evaluate complaints and manage to resolution
• Support the Customer Service Manager and wider Escalations management team in the development of an efficient complaints management service
• Identify recurring or emerging issues and elevate to the appropriate channels.
• Liaise with cross functional stakeholders across the business to identify cause of issue/escalation and assist with resolution.
• Keep detailed records of all escalations including customer and internal communications
• Adhoc tasks pertaining to Customer Service

Skills

Microsoft Office

Problem solving

Interpersonal skills

Written communication

Detail oriented

EU261 knowledge

Job description

Ryanair, over our 40 year history has grown to become Europe's largest airline group connecting more guests across more routes than any other European carrier. We are a fast-paced, ambitious and innovative company, offering exciting career opportunities across aviation, technology, operations and support functions. Now is a fantastic time to join as we look to grow to over 800 aircraft and 300m guests within the next 8 years.

Job Description

Ryanair are currently recruiting for a Senior Customer Service Agentto join Europe’s Largest Airline Group.

This is an excellent opportunity to join as we look to grow to over 800 aircraft and 300m guests within the next 10 years.

Role and Responsibilities

• Efficient and appropriate complaint and escalation handling ensuring compliance with company policies and regulations
• Investigate and evaluate complaints and manage to resolution
• Support the Customer Service Manager and wider Escalations management team in the development of an efficient complaints management service
• Identify recurring or emerging issues and elevate to the appropriate channels.
• Liaise with cross functional stakeholders across the business to identify cause of issue/escalation and assist with resolution.
• Keep detailed records of all escalations including customer and internal communications
• Adhoc tasks pertaining to Customer Service

Qualifications

Requirements

• Excellent knowledge of Microsoft Office suite
• Show a natural ability in problem solving.
• Possess a high level of interpersonal and written skills.
• Detail orientated; ability to complete large volume of work quickly.
• Knowledge of EU261 regulation desirable but not essential
• Proactive approach to dealing with errors/complaints.
• Ability to work on your own initiative.
• Personality traits: empathy, enthusiasm, flexibility, patience, and excellent communication skills

Additional Information

• Discounted and unlimited travel to over 250 destinations
• Defined Contribution Pension Scheme
• Death in Service Benefit – Up to 2 times of annual basic salary
• 20 Days Annual Leave – Increasing to 22 days after 12 months and 25 days after 3 years of continuous service.
• Option for up to 5 additional unpaid leave days per year
• Cycle 2 Work Scheme
• Unrivalled career progression

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