Customer Solutions Agents will handle customer complaints and escalations through a dedicated inbox that will be set up to help escalate more difficult issue from the contact centre into the customer solutions team. This position provides customer service support and resolution of complex problems regarding Ryanair’s product or services.

Responsibilities

• Respond promptly and professionally to customer inquiries, complaints and requests
• Meet and exceed industry standard KPIs set
• Assist customers with complex cases regarding flight bookings, changes, cancellations, and other service-related issues
• Handle escalated customer issues with empathy and a solutions-oriented approach.
• Maintain accurate records of customer interactions and transactions
• Adhere to company policies and procedures while delivering high-quality service to meet customer satisfaction goals.

• Qualifications/Education – It is expected that candidates will be educated to third level, have excellent level of English and some experience in a customer service environment.
• A passion for customer service and problem solving a commitment to seeing things through to the end and an ability to be an advocate for the customer in a busy airline that can sometimes forget about their needs.
• Strong computer navigation skills and PC Knowledge.
• Ability to effectively communicate, both written and verbally.
• Dependable with strong attention to detail.
• Skilled in multi-tasking; including the ability to be flexible and adapt to changes quickly.
• Ability to work as a team member, as well as independently
• Demonstrate patience in all customer contact situations; including maintaining a pleasant and professional tone and manner

• Competitive salary
• Discounted and unlimited travel to over 250 destinations
• Unrivalled career progression