For our Client, an international aviation company with its Shared Service Centre located in Kraków, we are currently looking for a Customer Case Specialist with Dutch.
In this role, you will be responsible for managing complex customer cases end-to-end, including sensitive and high-impact situations. You will play a key role in restoring customer confidence by delivering fair, well-reasoned resolutions based on thorough analysis, internal guidelines, and applicable regulations.
This is a back-office position focused on written communication, requiring a high level of ownership, attention to detail, and independent decision-making.
Customer Support Executive with Dutch and English (m/f)
Customer Support Executive with Dutch and English (m/f)
Work place: Kraków
Ref. no 55/3/2026/DK/13334/4743
Requirements
- experience in customer-facing roles involving complaints, claims, or case handling (aviation, hospitality, travel, legal, or similar B2C environments),
- fluent Dutch and English (written and spoken),
- strong written communication skills with the ability to craft clear and professional responses,
- analytical mindset with the ability to assess situations and make well-reasoned decisions,
- confidence in working independently and taking ownership of cases,
- ability to manage multiple cases simultaneously and prioritize effectively,
- customer-oriented approach combined with sound judgment and fairness,
- experience with compensation decisions or legal/compliance cases will be an advantage.
Responsibilities
- manage customer cases from start to finish, including complex complaints and special/legal scenarios,
- analyze each situation in depth using internal guidelines, aviation regulations, and past case history,
- make independent decisions on resolutions, including compensation where applicable,
- collaborate with internal teams to investigate and resolve cases effectively,
- ensure consistency and fairness in how passengers are treated across similar situations,
- maintain accurate records in internal systems (Salesforce),
- continuously improve the quality of responses and overall customer experience,
- support escalation handling and contribute to process improvements.
We offer
- travel perks including annual flight tickets and airline discounts,
- comprehensive onboarding and training in aviation processes and tools,
- international work environment with English as the primary language,
- competitive salary, annual bonus, and 13th salary.
Customer Service
English, Dutch
