Customer Service Agent

About Ryanair

Ryanair has become Europe's leading airline group over the past 40 years, operating more routes and carrying more passengers than any other European airline. The company is fast-growing, ambitious, and innovative, offering diverse career paths in aviation, technology, operations, and support areas. Ryanair plans to expand its fleet to over 800 aircraft and serve 300 million guests within the next eight years.

Job Overview

We are seeking a Customer Service Agent to join our Customer Service team. This role demands working efficiently in a dynamic environment, meeting targets and deadlines, and managing various customer interactions primarily via email.

Responsibilities

• Work efficiently towards achieving targets and deadlines in a fast-paced setting.
• Respond to customer inquiries and communications through email channels.
• Perform general administrative tasks related to customer service.
• Address and resolve customer complaints appropriately and timely.
• Identify repeat or emerging issues and escalate to relevant departments.
• Investigate escalated cases, generate detailed reports, and highlight opportunities for process improvements.
• Collaborate with cross-functional teams to determine causes of issues or escalations and support resolutions.
• Handle additional duties related to customer service as required.

Qualifications and Skills

• Outstanding customer service background paired with a positive "can do" and proactive attitude.
• Proficiency in spoken and written English is mandatory; knowledge of another European language is advantageous but not required.
• Strong familiarity with Microsoft Office, especially Word and Excel.
• Demonstrated problem-solving aptitude.
• High-level interpersonal communication and professional writing skills.
• Flexibility and diplomatic approach to work effectively under pressure.
• Great attention to detail with the capability to manage a high workload swiftly.
• Proactive in managing errors and complaints.
• Ability to operate independently and use one’s initiative.
• Character traits desirable in applicants include empathy, enthusiasm, adaptability, patience, and excellent communicative abilities.

Additional Benefits and Information

• Competitive remuneration package.
• Employee travel discounts and unlimited travel opportunities to over 250 destinations.
• Defined Contribution Pension Scheme for retirement savings.
• Death in Service benefit equivalent to twice the annual basic salary.
• 20 days of annual leave, increasing to 22 days after one year and 25 days following three years of continuous service.
• Option to take up to five additional unpaid leave days annually.
• Cycle to Work Scheme encouragement.
• Exceptional opportunities for career advancement within the company.