Customer Service Specialist

Ryanair Group Holdings; Warszawa; On-site; PLN 78,000 - 112,000; Full time

Benefits offered by this job

Staff travel benefits across Ryanair’s

Career progression opportunities

Training in modern tools and CRM

Competitive salary + bonus

Job summary

Ryanair Group Holdings in Warsaw is seeking a Customer Service Specialist to join our Customer Operations Centre. You will handle escalated cases via phone and chat, support passengers on bookings, changes, and refunds, and document interactions in our CRM across multiple markets.

This full-time, on-site role offers a dynamic, digital-first environment with opportunities for career progression and training in modern tools.

Qualifications

• 1-2 years in a customer support role or equivalent.
• Excellent written and spoken English.
• Calm, customer-first approach under pressure.
• Strong computer literacy and fast typing across multiple systems.
• Able to adapt in a dynamic, tech-driven team.
• Motivated to hit performance goals and deliver great experiences.
• Willingness to work shifts, including weekends/evenings.
• Eligible to work in Poland with references and police clearance.

Responsibilities

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

Skills

English proficiency

Multichannel support

Digital literacy

Adaptability

Team collaboration

Shift flexibility

Polish work eligibility

Tools

CRM systems

Translation 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.

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.