Escalations Specialist - Multichannel Support (Warsaw)

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 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.