Customer Service Agent

Miejsce pracy: Warszawa

Your responsibilities

• PLEASE SUBMIT YOUR CV IN ENGLISH.
• Handle escalated live chat cases passed from the first line of support, providing fast, empathetic, and accurate assistance.
• 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.

Our 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, collaborative workplace in a fast-growing center of excellence.
• Shift pattern 5 on/2 off.
• Competitive salary.
• Staff travel benefits across the entire Ryanair network.
• Huge potential for career progression within Europe’s biggest airline.
• Training in modern tools and AI-enhanced support systems.

Benefits

• corporate products and services at discounted prices
• employee referral program

Ryanair

Ryanair are currently recruiting for Chat Escalations Agents to join Europe's Largest Airline Group.

This is an excellent time to join Ryanair as we look to grow to over 800 aircraft and 300 million guests per year within the next 10 years.

These brand-new roles will allow you to be part of something smarter, faster, bolder, as we take customer support to the next level. As we build a cutting-edge Customer Operations Centre in Warsaw, we’re looking for Chat Escalations Agents to be part of this exciting project.

This role goes beyond traditional customer service. You’ll work in a tech-enabled environment where you handle the moments that matter. With seamless transitions between support levels, translation tools at your fingertips, and the scale of serving 300 million passengers, you’ll be empowered to solve problems, delight customers, and shape the future of digital support at Ryanair.

As a Chat Escalations Agent, you will be instrumental in delivering outstanding support to Ryanair passengers. Your proactive approach, resolution-focused mindset, and exceptional service skills will ensure positive customer interactions, contributing directly to customer satisfaction and loyalty. This is not your regular customer service job; we are looking for smart individuals who want to make a difference, using technology to help us serve 300 million passengers.

Zgoda na przetwarzanie danych
Przesłanie dokumentów aplikacyjnych zawierających dane osobowe w zakresie szerszym, niż określony w art. 221 Kodeksu pracy, stanowi zgodę na przetwarzanie tych danych przez Aviation Support Poland Sp. z o.o. w celu prowadzenia procesu rekrutacyjnego. Zgodę można wycofać w dowolnym czasie.
JOB APPLICANT DATA PROTECTION POLICY
Ryanair is committed to complying with applicable data protection and privacy standards at all times and takes its responsibility regarding information security very seriously. Any personal data collected by the company through the recruitment process is processed in accordance with this Job Applicant Data Protection Policy, and in compliance with the Data Protection Acts 1988 and 2003, the ePrivacy Regulations 2011 and related legislation (together “the DPAs”), and as from 25 May 2018, the EU General Data Protection Regulation (EU Regulation 679/2016) (“the GDPR”) and related Irish data protection legislation.
1. Data Controller
“Ryanair” (referred to as “we”, “us”, “our” or “Ryanair” in this policy) in this policy primarily refers to Ryanair D.A.C., the main operating company of the Ryanair group, and, where appropriate, to other companies in the Ryanair group or other entities over which Ryanair exercises management control. Ryanair D.A.C. is the “data controller” of all personal information that is collected and used about Ryanair job applicants. Ryanair is registered in Ireland with registration number 104547 and registered offices at Ryanair Dublin Office, Airside Business Park, Swords, Co. Dublin.
2. Our Data Protection Obligations
The data protection rules require that personal information we hold about you must be:-
 Used lawfully, fairly and in a transparent way,
 Collected by us only for valid purposes that we have clearly explained to you and not used in a way that is incompatible with those purposes,
 Relevant and limited to the purposes that we have told you about, and sufficient to meet those purposes,
 Accurate and, where necessary, kept up to date,
 Kept only for as long as necessary for the purposes that we have told you about, and
 Kept securely.
3. What Personal Data We Process, and Why
Personal data means any information relating to you which allows us to identify you, such as your name, contact details, education, qualifications and work experience. We only collect that personal data which we need to fulfil the purposes outlined in this Policy and we will not retain it for any longer than is necessary. The information you provide us with during the recruitment process is used to assess your suitability for employment. Our use of this information during this process is based on your consent. You do not have to provide the information we request but it might affect your application if you do not provide it. We may collect personal data from you at the application stage, when shortlisting applications for an interview, during the interview and the assessment of your profile for the position, and when making a conditional and / or final employment offer. We will perform pre-employment background and reference checks. All checks are carried out in a fair and consistent manner and will be limited to information that is directly relevant to the position being applied for and in pursuance of our legitimate business interests. Specifically, we may collect the following categories of information:
a. Personal details including name, contact details, and a photo;
b. Previous experience and employment entitlements, education, qualifications, a resume and answers to questions relevant to the position you have applied for;
c. Information provided when completing tests or profile questionnaires and/or attending an interview;
d. Proof of your identity and qualifications, criminal records if relevant, referees, health information if relevant;
e. Bank details and emergency contact details.
Personal details about your physical or mental health, alleged commission or conviction of criminal offences, and trade union membership are considered “sensitive” personal data under applicable data protection laws. We will only process such data if you have either given your explicit consent, we are legally required or allowed to collect and process it, or you have deliberately made it public. We will onlyrequest such sensitive personal data that is necessary, proportionate and in pursuance o

Nie