Senior Customer Service Agent

Ryanair - Europe's Favourite Airline; Fingal; On-site; EUR 30,000 - 42,000; Full time

Benefits offered by this job

Pension Scheme

Death in Service

Annual Leave

Travel Benefits

Job summary

Ryanair, Europe’s largest airline group, is recruiting a Senior Customer Service Agent to join our team. You will handle complaints under company policies, investigate issues and work with cross-functional colleagues to achieve resolutions.

Fluent English and strong MS Office skills are essential, along with excellent communication and problem‑solving abilities. The role offers progression opportunities, a competitive package, travel benefits, and a defined contribution pension scheme.

Qualifications

• Fluent English is essential.
• Excellent knowledge of Microsoft Office suite.
• Show a natural ability in problem solving.
• Possess a high level of interpersonal and written skills.
• Detail oriented; ability to complete large volume of work quickly.

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

Fluent English

Microsoft Office

Problem solving

Interpersonal skills

Written communication

Detail oriented

Customer service

Tools

Microsoft Office

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.

Ryanair are currently recruiting for a Senior Customer Service Agent to 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

Requirements

• Fluent English is essential.


• 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


• Competitive salary


• 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