Customer Care Advisor - Russian speaking / Kazakh preferable

Cathay Pacific; Kraków; Hybrid; PLN 60,000 - 90,000; Full time

Benefits offered by this job

Flight discounts

Work from home up to 3 days per week

Hotel and car rental discounts

Job summary

Cathay Pacific Krakow is seeking a Customer Care Advisor who communicates fluently in English and Russian, with Kazakh as a nice-to-have. The role focuses on selling and ticketing, answering inquiries, and supporting customers across channels.

You will assist travel agents and direct customers, help with reservations, and build strong relationships, with onsite training in Kraków for six months and potential later hybrid work.

Qualifications

• Fluency in English (B2 or higher)
• Fluency in Russian (B2)
• Kazakh (B2) preferred as nice to have
• Excellent communication and phone manners
• Genuine passion for delivering top-notch customer service
• Growth mindset with a desire to keep learning
• Willingness to attend onsite training in Kraków for 6 months (office-based) with potential hybrid later
• Knowledge of airline systems (e.g., Amadeus) is an advantage

Responsibilities

• Recommend travel products, fares and services and provide after-sales support
• Assist customers to reserve and adjust flight bookings
• Assist customers to use cathaypacific.com
• Respond to feedback and inquiries via phone, email and web channels worldwide
• Help customers plan their journeys

Skills

English B2

Russian B2

Kazakh B2

Phone skills

Customer focus

Growth mindset

Onsite Kraków training

Amadeus knowledge

Tools

Amadeus

Job description

Customer Care Advisor - Russian speaking / Kazakh preferable

Cathay Pacific

Customer Services

Customer Care Department

Permanent

Krakow, Poland

Company Description

Cathay is a premium travel lifestyle brand based in Hong Kong, bringing people closer to the places, experiences and opportunities that matter to them. Our purpose - to move people forward in life - begins with our own people.

Across our airlines, cargo and lifestyle businesses, it is our people who turn journeys into experiences and ambition into progress. Joining Cathay means being part of a global and inclusive community, driven by thoughtful care, progressive attitude and a can-do spirit - and supported to grow through a meaningful career that moves with you.

If you are seeking an opportunity to take flight, let your ambitions propel you higher and further. Make Your Career Move, together with Cathay.

Role Introduction

Customer Care Advisors are the heart of our service excellence. They deliver top-tier customer service, whether assisting direct customers, travel agents, or corporate clients. By skillfully selling and ticketing, they drive revenue while fostering strong relationships with direct customers and tapping into new corporate opportunities. Their proactive approach maximizes every business interaction, and they’re always ready to collaborate with the team to achieve shared success.

Key Responsibilities

• Item 1 of 5, Recommending travel products, fares and services and providing after sales support Recommending travel products, fares and services and providing after sales support
• Item 2 of 5, Assisting customer to reserve and adjust flight booking transactions Assisting customer to reserve and adjust flight booking transactions
• Item 3 of 5, Assisting customers to use our website – cathaypacific.com Assisting customers to use our website – cathaypacific.com
• Item 4 of 5, Responding to feedback and general enquiries by phone, email and web channels from worldwide Responding to feedback and general enquiries by phone, email and web channels from worldwide
• Item 5 of 5, Assisting our customers with planning their journeys Assisting our customers with planning their journeys

Requirements

• Item 1 of 8, Fluency in English (at least B2) Fluency in English (at least B2)
• Item 2 of 8, Fluency in Russian (at least B2) Fluency in Russian (at least B2)
• Item 3 of 8, Fluency in Kazakh (at least B2) as nice to have Fluency in Kazakh (at least B2) as nice to have
• Item 4 of 8, Strong communication skills and exceptional phone manners Strong communication skills and exceptional phone manners
• Item 5 of 8, A genuine passion for delivering top-notch customer service every time A genuine passion for delivering top-notch customer service every time
• Item 6 of 8, A growth mindset with a desire to keep learning and improving A growth mindset with a desire to keep learning and improving
• Item 7 of 8, Willingness to attend onsite training in Kraków for 6 months (fully office-based), with the flexibility to transition to a hybrid work model afterwards Willingness to attend onsite training in Kraków for 6 months (fully office-based), with the flexibility to transition to a hybrid work model afterwards
• Item 8 of 8, Knowledge of airline systems and operations will be an advantage but not essential (for instance Amadeus) Knowledge of airline systems and operations will be an advantage but not essential (for instance Amadeus)

• We offer all our employees (and their travel nominees) discounted flights on Cathay Pacific, our oneworld partners and a variety of other airlines too. On top of that, you'll also receive great discounts on hotels, car hire, transportation, dining and retail.
• We also provide the ability for our office-based employees to work from home up to 3 days per week and access to our Employee Assistance Programme for our employees and their family members along with health and life insurance fully covered by Cathay.

Personal & Application Information

Cathay Pacific is committed to fostering an environment that values Diversity, Equity, Inclusion and Belonging. As an equal opportunity employer, we are committed to attracting and hiring qualified individuals from diverse backgrounds, experiences and abilities. We strive to create a respectful, inclusive workplace free from discrimination, harassment and bullying.

Privacy

Personal data provided by job applicants will be used strictly in accordance with our Applicant Personal Information Collection Statement and for recruitment purposes only. Candidates not notified within eight weeks may consider their application unsuccessful. We keep records of your data for no longer than is necessary for the purpose for which we obtained them and any other permitted linked purposes. If your application is unsuccessful, we will keep your details on file for as long as is necessary to process your application or for the purposes of further job opportunities if you agree to such longer periods.