Customer Service Specialist

Ryanair Group Holdings; Warszawa; On-site; PLN 56,000 - 100,000; Full time

Benefits offered by this job

Staff travel benefits across Ryanair

Job summary

Ryanair Group Holdings in Warsaw is seeking a Customer Service Specialist to support passengers via phone and chat. You will handle escalated cases, use internal tools, and collaborate with SME and tech teams to enhance the customer experience. This is an on-site role with Ryanair in Warsaw.

Ideal candidates have 1-2 years in customer support, strong English, and a customer-first mindset, with flexibility for shifts including evenings and weekends.

Qualifications

• 1-2 years in a customer support role.
• Excellent written English; additional languages are a big plus.
• Calm, customer-first approach to problem-solving, even under pressure.
• High computer literacy, fast typing, and comfort using multiple systems.
• Adaptability to a dynamic, tech-driven support team.
• Motivation to hit performance goals while delivering standout customer experiences.
• Flexibility to work shifts, including weekends and evenings.
• Eligibility to work in Poland, including references and police clearance.

Responsibilities

• Handling escalated cases through employer-approved channels, providing prompt, empathetic, and accurate support.
• Use internal tools and translation technology to assist customers across multiple markets and languages.
• Resolve complex queries related to bookings, flight changes, refunds, and more.
• Document customer interactions clearly and efficiently within CRM systems.
• Collaborate with team leaders, SMEs and tech teams to continuously improve the customer experience.
• Contribute to building a high-performance support culture with a digital-first mindset.

Skills

Customer support experience

English proficiency

Customer-focused problem solving

Computer literacy

Multichannel support

Shift flexibility

Job description

Ryanair are currently recruiting for Customer Service Specialist to join Europe's Largest Airline Group.

This is an excellent time to join Ryanair as we continue our ambitious growth plans and invest in delivering an outstanding customer experience to millions of passengers across Europe.

As a Customer Support Agent, you will provide professional assistance to Ryanair customers through both phone and chat channels. You will support passengers with a wide range of travel-related enquiries, resolve complex cases, and ensure every customer interaction is handled efficiently and professionally.

Working within our Customer Operations Centre in Warsaw, you will play an important role in helping us deliver exceptional service while contributing to a fast-paced and technology-driven support environment. The current role is positioned internally as an escalations function and involves handling more complex customer cases. Based on the original chat-focused escalations position and requirements.

Job Description

• Handling escalated cases through employer-approved communication channels, providing prompt, empathetic, and accurate support.
• Use internal tools and translation technology to assist customers across multiple markets and languages.
• Resolve complex queries related to bookings, flight changes, refunds, and more.
• Document customer interactions clearly and efficiently within CRM systems.
• Collaborate with team leaders, SMEs and tech teams to continuously improve the customer experience.
• Contribute to building a high-performance support culture with a digital-first mindset.

Qualifications

• 1-2 years in a customer support role, preferably in a fast-paced or digital environment.
• Excellent written communication in English (additional languages are a big plus).
• A calm, customer-first approach to problem-solving, even under pressure.
• High computer literacy, fast typing skills, and comfort navigating multiple systems.
• Adaptability to work in a dynamic, tech-driven support team.
• Motivation to hit performance goals while delivering standout customer experiences.
• Flexibility to work shifts, including weekends and evenings.
• Eligibility to work in Poland, including police clearance and references.

Additional Information

What we offer

• A vibrant and collaborative workplace in a fast-growing centre of excellence.
• Competitive salary and performance-related bonus.
• Staff travel benefits across the entire Ryanair network.
• Career progression opportunities within Europe's largest airline group.
• Training in modern tools and customer support systems.
• Full-time on-site role in Warsaw.
• Important
• Please note that this position involves daily customer interaction via both phone and chat channels.