Customer Case Specialist with Dutch (f/m)

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.

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.

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.

The 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.