Escalations Specialist - Multilingual Support (Warsaw)

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 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.