Customer Service Specialist

Ryanair Ltd.; Warszawa; Hybrid; PLN 30,000 - 42,000; Full time

Benefits offered by this job

Staff travel benefits across Ryanair

Career progression opportunities

Training in modern tools and systems

Job summary

Ryanair Ltd. is hiring a Customer Service Specialist to join Europe’s largest airline group at its Warsaw-based Customer Operations Centre. You will support customers via phone and chat, handling a wide range of travel queries with a calm, customer-first approach and high professionalism.

The role emphasizes escalations, using CRM and translation tools to assist multiple markets and languages, and collaborating with team leaders and tech teams to continuously improve service quality.

Qualifications

• 1–2 years in a customer support role.
• Excellent written communication in English.
• 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.
• Willingness to work shifts, including weekends and evenings.
• Eligibility to work in Poland, including police clearance and references.

Responsibilities

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

Skills

Customer service

Written communication

Problem solving

Multitasking

Tools

CRM systems

Translation technology

Internal tools

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.

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.

Requirements

• 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.

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.