Danish-Speaking Customer Support Advisor – Airline Industry

About the role

Kats Recruitment is recruiting Danish-speaking Customer Support Advisors for an on-site position in Warsaw, Poland, supporting a well-established Scandinavian airline. You will help Danish-speaking passengers with flight reservations, booking changes, cancellations, refunds, loyalty programmes and general travel questions by phone, email and live chat.

Key responsibilities

• Provide professional customer care to Danish-speaking passengers by inbound calls, live chat and email.
• Help customers with flight bookings, ticket reservations, rebookings, changes and cancellations.
• Handle refund requests and explain airline policies and fare conditions clearly.
• Support passengers with loyalty programme accounts, member tier benefits and points redemption.
• Guide passengers through online booking portals, digital self-service tools and mobile check-in.
• Resolve complaints, disrupted travel situations and escalations empathetically and solution-oriented.
• Document passenger interactions and case details accurately in airline CRM and reservation systems.
• Collaborate with internal teams to resolve complex inquiries and support flight operations.

Required profile

• Advanced or native Danish (C1 or higher) with excellent spoken and written communication.
• Working English (B2 or higher).
• Previous experience in customer support, contact centres or the travel/hospitality industry is an advantage.
• Availability for on-site work in Warsaw on rotational shifts.

Required skills

• Multitasking, attention to detail and comfort with several digital systems.
• Problem-solving and composure under pressure.

What we offer

• Full-time contract (40 hours per week) on site in Warsaw.
• Rotational shifts Monday to Friday (07:00–19:00) and weekends (09:00–18:00), with about 1–2 weekend days per month.
• Competitive monthly salary, private medical insurance and sports/wellness benefits (Multisport).
• Seven weeks of fully paid initial training on airline reservation software, ticketing systems and customer care workflows.
• An international, multicultural workplace with clear learning paths and internal progression.