Customer Care Advisor with German

Cathay Pacific Airways Limited; Kraków; On-site; PLN 67,000 - 112,000; Full time

Benefits offered by this job

Flight discounts

Hotel discounts

3 days remote work per week

Employee Assistance Programme

Health and life insurance covered

Job summary

Cathay Pacific Airways Limited in Kraków is seeking a Customer Care Advisor fluent in English and German to deliver top-tier service, answer inquiries, and assist with reservations.

You will attend six months of onsite training in Kraków, after which you may transition to hybrid work. The role involves handling bookings, guiding customers, and supporting sales opportunities with a passion for service.

Employee benefits include flight and hotel discounts, plus health and life insurance coverage.

Qualifications

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

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

Skills

Fluency in English

Fluency in German

Communication skills

Genuine passion for service

Growth mindset

Onsite Kraków training

Tools

Amadeus

Job description

Cathay is a leading premium travel lifestyle brand based in Hong Kong, offering products and services across four lines of business – Premium Travel, Cargo, Low-Cost Travel and Lifestyle. The Cathay Group comprises premium full-service airline Cathay Pacific, cargo business Cathay Cargo, low-cost airline HK Express, express all-cargo carrier Air Hong Kong, and various other subsidiaries.

Cathay Pacific was founded in Hong Kong in 1946. The Group has been deeply committed to its home base, extending to the rest of Greater Bay Area, and making substantial investments to develop Hong Kong as one of the world’s leading international aviation centres.

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 7, Fluency in English (at least B2) Fluency in English (at least B2)
• Item 2 of 7, Fluency in German (at least B2) Fluency in German (at least B2)
• Item 3 of 7, Strong communication skills and exceptional phone manners Strong communication skills and exceptional phone manners
• Item 4 of 7, A genuine passion for delivering top-notch customer service every time A genuine passion for delivering top-notch customer service every time
• Item 5 of 7, A growth mindset with a desire to keep learning and improving A growth mindset with a desire to keep learning and improving
• Item 6 of 7, 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 7 of 7, 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.

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.