Escalations Specialist – Travel Perks & Growth

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 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.